Remote Senior Leader, Critical Account Programs

Cornerstone OnDemand; Cheyenne (WY); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work

Job summary

Cornerstone OnDemand is building a dedicated Critical Account Programs capability and seeking a Senior Manager to own the most high-impact customer situations. You will define the operating model, govern cross-functional responses, and personally lead priority events while maturing the function.

This role requires exceptional executive communication and the ability to align Sales, Services, Product, Partners, Support, and Customer Success.

Qualifications

• 10+ years of experience in customer escalations, critical account or program management, customer success, technical program management, services, or a comparable enterprise environment.

Responsibilities

• Build the Critical Account Programs operating model: end-to-end framework, qualification criteria, severity levels, entry/exit requirements, escalation paths, and roles.
• Lead Cornerstone's most complex customer situations: single point of accountability for high-risk cross-functional outcomes across multiple teams.
• Communicate with internal executives and customers: manage up to the ELT with clear, objective views and executive readouts.
• Turn situations into systemic improvement: conduct post-situation reviews and translate findings into durable actions.
• Design a capability built to scale: develop playbooks, governance, and readiness mechanisms for growth.
• Lead cross-functional coordination to accelerate stabilization, resolution, and closure while maturing the capability.

Skills

Executive communication

Cross-functional leadership

Program management

Customer escalations

Stakeholder alignment

Ambiguity management

Job description

Cornerstone OnDemand is building a dedicated Critical Account Programs capability and seeking a Senior Manager to own the most high-impact customer situations. You will define the operating model, govern cross-functional responses, and personally lead priority events while maturing the function.

This role requires exceptional executive communication and the ability to align Sales, Services, Product, Partners, Support, and Customer Success.