Senior Customer Escalation Manager - Remote

Overview

As a Customer Escalation Manager, you will act as the quarterback for de-escalating high-risk accounts, owning the path-to-green for critical situations. You are a skilled communicator who thrives at navigating complex customer challenges, influencing cross-functional teams, and restoring customer confidence.

In Short

• 10+ years of customer-facing experience in a technical role like TAM, SE, Support, or related enterprise SaaS roles.
• Demonstrated success in leading de-escalations for complex, strategic customers.
• Strong understanding of customer lifecycle, support workflows, and escalation management best practices.
• Excellent verbal and written communication skills.
• Ability to remain calm and strategic under pressure.
• Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously.
• Experience collaborating with cross-functional teams.
• Empathy-driven, customer-first orientation.
• Experience in Cybersecurity is required.
• Experience in Email Security is a plus.

Requirements

• Act as the primary quarterback for red/yellow account escalations.
• Develop a deep understanding of the customer’s relationship and business context.
• Lead structured de-escalation plans and track follow-through.
• Own communication with executives during critical escalations.
• Maintain visibility into all critical account escalations.
• Proactively identify systemic risks and implement improvements.
• Collaborate with leadership to scale escalation processes.
• Contribute to post-escalation reviews and retrospectives.
• Coach CSMs and TAMs on escalation handling.
• Proven project management skills.

Benefits

• Eligible for bonus and restricted stock units (RSUs).
• Individual compensation packages based on skills and experience.
• Equal opportunity employer.