Senior Manager, Critical Account Programs

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. When a strategic account is at risk and the path forward spans Sales, Services, Product, Partners, Support, and Customer Success, this is the person who brings structure, drives resolution, and gives leadership a clear line of sight into what is happening and what we are doing about it.

This is not a role for someone looking to inherit an established program. We are looking for a builder and operator who can bring structure to ambiguity, create momentum across organizational boundaries, and remain calm and decisive when the stakes are high. You will define what constitutes a Critical Account situation at Cornerstone, establish the operating model and governance, and personally lead our highest-priority situations while the function matures.

1. 1. Build the Critical Account Programs operating model

• Define Cornerstone's end-to-end framework for managing the highest-impact, cross-functional customer situations, including qualification criteria, severity levels, entry and exit requirements, escalation paths, decision rights, and roles.

• Build repeatable mechanisms for intake, prioritization, ownership, action tracking, communication, and closure.

• Establish how Critical Account Programs connects with existing customer, product, support, and executive escalation processes so situations are surfaced early and routed to the right owner.

• Continuously evolve the model based on what we learn.

• Serve as the single point of accountability for the overall outcome of situations involving significant customer, retention, financial, operational, or reputational risk that span more than one function.

• Rapidly assess customer impact, urgency, and business risk, and establish the right cross-functional response across Sales, Services, Product, Partners, Support, and Customer Success.

• Marshal company-wide resources, align stakeholders around clear ownership, decisions, timelines, and actions, and identify where leadership intervention or executive decisions are required.

• Drive situations through stabilization, resolution, and closure, remaining hands-on particularly as the capability is being established.

• Expert-level communication is central to this role. This leader must be equally strong at managing up to Cornerstone's senior leaders and at leading high-stakes communication with customers.

• Manage up to the ELT with confidence and clarity: give our senior leaders a candid, objective view of impact, progress, risks, decisions needed, and recovery plans, and prepare executive-level readouts and recommendations that support fast, informed decisions.

• Anticipate what leadership needs to know before they ask, translate complex technical and operational detail into concise executive narratives, and keep leaders appropriately engaged without over-escalating.

• Lead customer-facing communications during critical situations: partner with account teams and, where needed, personally lead executive-level communication with customers so they experience Cornerstone as coordinated, transparent, and accountable.

• Establish the communication discipline, cadence, and standards that the broader organization can rely on during high-stakes situations.

• Lead post-situation reviews to identify root causes, contributing factors, and breakdowns in process, ownership, or execution.

• Translate findings into corrective actions with clear accountability and follow-through, and route product-rooted patterns to the appropriate product and support teams.

• Identify recurring patterns across customers, products, implementations, and internal handoffs, and partner with leaders across the business to prevent recurrence. This prevention and systemic improvement work is…