[Hiring] Senior Manager, Critical Account Programs @cyberu

Role Description

We're looking for a Senior Manager, Critical Account Programs - United States. This role is Remote, United States.

Cornerstone is building a more connected, proactive Customer Organization designed to help customers realize value faster and navigate complexity with confidence. As part of that evolution, we are establishing a dedicated Critical Account Programs capability to change how we manage our most complex, high-impact customer situations.

The Senior Manager, Critical Account Programs will build this capability from the ground up and operate it in practice. You will own the situations that matter most: the largest, heaviest, cross-functional customer problems where our own Executive Leadership Team needs a single leader to coordinate the company's response.

In this role you will:

• 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

Qualifications

• 10+ years of experience in customer escalations, critical account or program management, customer success, technical program management, services, or a comparable enterprise environment.
• Experience building systems & processes to improve customer experience.
• Experience personally leading complex, executive-visible customer situations involving technical and business stakeholders.
• Exceptional executive communication skills, including a proven ability to manage up to senior leadership and lead executive-level communication with customers under pressure.
• A track record of bringing structure and momentum to ambiguous, cross-functional problems.
• Experience partnering closely with Product, Engineering, Services, and Support, with enough technical fluency to navigate complex issues and translate across technical and non-technical audiences.
• Experience turning root-cause findings into durable process or operating-model improvements.
• Strong judgment, organizational discipline, and the ability to remain calm and action-oriented under pressure.
• The ability to influence outcomes without relying on direct authority.
• A builder mindset and curiosity to deeply understand our customers, products, and organization.
• A clear point of view on how AI, automation, and new operating models can reinvent situation management.

Requirements

• Established a trusted Critical Account Programs operating model used consistently across Cornerstone.
• Improved the speed, coordination, and quality of response for the company's highest-risk cross-functional customer situations.
• Created clearer ownership, decision paths, and executive engagement during situations.
• Built mechanisms that turn situations into systemic product and operational improvements.
• Increased Cornerstone's ability to identify and mitigate customer risk earlier.
• Created the foundation, tooling, and organizational model required to scale the capability beyond a single leader.

Benefits

• The BASE salary range for this position is: 130800 - 209300 USD.
• Annual bonuses, short- and program-specific awards depending on the role.
• A comprehensive benefit offering.

Company Description

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent.

As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.