Senior Manager, Critical Account Programs

Building a new capability from the ground up, the remote Senior Manager, Critical Account Programs will manage high-impact customer situations, coordinate cross-functional responses, and establish an operating model for critical account management. Key responsibilities Build the Critical Account Programs operating model, defining frameworks for managing complex customer situations Lead and coordinate responses for high-risk customer situations, ensuring alignment across multiple functions Communicate effectively with internal executives and customers, providing clear updates and managing expectations during critical situations Required qualifications 10+ years of experience in customer escalations, critical account management, or a related field Proven ability to lead complex customer situations with executive visibility Exceptional executive communication skills, particularly under pressure Experience in building systems and processes to enhance customer experience Strong judgment and organizational discipline, with a builder mindset and curiosity about customer needs