Remote Senior Leader, Critical Account Programs

Cornerstone OnDemand; Boise (ID); Remote; USD 180,000 - 240,000; Full time

Job summary

Cornerstone OnDemand is building a dedicated Critical Account Programs capability. The Senior Manager will own the highest-impact, cross-functional customer issues, coordinating Sales, Services, Product, Partners, Support, and Customer Success to drive decisive action.

This leader defines the operating model, establishes governance, and personally leads priority situations to deliver stabilisation, resolution, and measurable improvement.

Qualifications

• 10+ years of experience in customer escalations, critical account or program management.
• Experience building systems and processes to improve customer experience.
• Experience leading complex, executive-visible situations involving diverse stakeholders.
• Exceptional executive communication skills with the ability to manage up to senior leadership.
• Ability to bring structure and momentum to ambiguous, cross-functional problems.
• Experience partnering with Product, Engineering, Services, and Support.
• Ability to translate root-cause findings into durable improvements.
• Strong judgment and calm, action-oriented under pressure.
• Builder mindset and curiosity about customers, products, and organization.
• Vision for AI, automation, and new operating models in situation management.

Responsibilities

• Build the Critical Account Programs operating model.
• Lead Cornerstone's most complex customer situations.
• Communicate with, and manage up to, internal executives and customers.
• Turn situations into systemic improvement.
• Design a capability built to scale.
• Drive accountability and elevate when needed.
• Build while operating: solve today's customer problem while improving the system.
• Balance customer and enterprise needs.

Skills

Executive communication

Cross-functional leadership

Program management

Customer escalation management

Strategic thinking

Job description

Cornerstone OnDemand is building a dedicated Critical Account Programs capability. The Senior Manager will own the highest-impact, cross-functional customer issues, coordinating Sales, Services, Product, Partners, Support, and Customer Success to drive decisive action.

This leader defines the operating model, establishes governance, and personally leads priority situations to deliver stabilisation, resolution, and measurable improvement.