Senior Manager, Critical Account Programs — Remote Leadership

Namely; Mountain View (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Cornerstone is building a new Critical Account Programs capability to manage the most complex, cross-functional customer situations from the ground up. As Senior Manager, you will own the end-to-end framework, establish governance, and lead the highest-priority cases with executive visibility and accountability.

You will drive faster resolution, coordinate across Sales, Services, Product, Partners, Support, and Customer Success, and build scalable processes while guiding leadership through

Qualifications

• 10+ years in customer escalations, critical accounts, or enterprise programs.
• Proven ability to lead executive-level communications under pressure.
• Experience partnering with Product, Engineering, and Support across functions.

Responsibilities

• Define operating model and governance for Critical Account Programs.
• Lead high-stakes cross-functional customer situations and communicate with ELT.
• Build scalable processes for intake, escalation, and resolution.
• Design AI-driven approaches to detect risk and enable proactive intervention.

Skills

Executive communication

Cross-functional leadership

Customer escalations

Problem solving

Strategic thinking

Technical fluency

Influence without authority

Job description

Cornerstone is building a new Critical Account Programs capability to manage the most complex, cross-functional customer situations from the ground up. As Senior Manager, you will own the end-to-end framework, establish governance, and lead the highest-priority cases with executive visibility and accountability.

You will drive faster resolution, coordinate across Sales, Services, Product, Partners, Support, and Customer Success, and build scalable processes while guiding leadership through