Senior Manager, Critical Account Programs (Remote)

Cornerstone OnDemand; Honolulu (HI); Remote; USD 170,000 - 250,000; Full time

Job summary

Cornerstone OnDemand is building a dedicated Critical Account Programs capability and seeks a Senior Manager to lead highest-priority cross-functional customer situations, coordinate a multi-functional response, and drive proactive resolution. The role demands a builder mindset, calm decisiveness, and the ability to translate complex issues into actionable plans.

You will establish governance, own the operating model, and lead with senior stakeholders across Sales, Services, Product, Partners,

Qualifications

• 10+ years leading escalations, critical accounts, or enterprise programs.
• Proven ability to lead cross-functional, executive-visible cases.
• Exceptional executive communication with senior leadership.
• Ability to turn ambiguity into structured operating models.
• Experience partnering with Product, Engineering, Services and Support.

Responsibilities

• Define the Critical Account Programs operating model with end-to-end framework and governance.
• Lead the most complex customer situations across functions, driving resolution and outcomes.
• Communicate with, and manage up to, internal executives and customers with clarity.
• Design for scale, creating repeatable processes, playbooks, and governance.
• Turn situational learnings into systemic product and process improvements.
• Provide leadership during high-stakes situations and ensure timely closure.

Job description

Cornerstone OnDemand is building a dedicated Critical Account Programs capability and seeks a Senior Manager to lead highest-priority cross-functional customer situations, coordinate a multi-functional response, and drive proactive resolution. The role demands a builder mindset, calm decisiveness, and the ability to translate complex issues into actionable plans.

You will establish governance, own the operating model, and lead with senior stakeholders across Sales, Services, Product, Partners,