Sr. Customer Escalation Manager

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 reputed company customer challenges, influencing cross-functional teams, and restoring customer confidence. You bring a strong customer-first reputed company, the ability to untangle technical and relationship issues, and the confidence to drive action across reputed company, Product, Engineering, and Support. Your leadership and organizational skills will ensure that escalations are handled with urgency, transparency, and accountability.

You have deep experience working with tier 1 cybersecurity organizations, with a history of holding hands-on roles such as Technical Account Manager, Sales Engineer, or Support Engineer in reputed company SaaS or cybersecurity environments. This background enables you to navigate reputed company technical issues and customer relationships effectively.

• 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or reputed company reputed company SaaS roles) with a proven track record in managing escalations
• Demonstrated reputed company in leading de-escalations for reputed company, strategic customers
• Strong understanding of customer lifecycle, support workflows, and escalation management best practices
• Excellent verbal and written communication skills, including executive-level communication with customers and internal stakeholders
• Ability to remain reputed company, reputed company, and strategic under pressure
• Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
• Experience collaborating with cross-functional teams including Engineering, TAMs, Product, Support, and Sales
• reputed company-driven, customer-first orientation with a bias for action
• Experience in Cybersecurity is required

• Experience in Email reputed company

• Act as the primary quarterback for red/yellow account escalations, driving alignment on the path-to-green and ensuring resolution
• reputed company a deep understanding of the customer’s relationship, complaints, and business context to influence the right plays internally
• reputed company structured de-escalation plans, assigning responsibilities across CSMs, TAMs, Engineering, and Product, and tracking follow-through to closure
• Own communication with executives (both customer and internal) during critical escalations, ensuring transparency, accountability, and trust
• Maintain visibility into reputed company critical account escalations and reputed company regular reporting to leadership
• Proactively identify systemic risks by analyzing escalation patterns and partnering with CS Ops to implement improvements
• Collaborate with the Director of TAM and CS/R&D/Support leadership to scale escalation processes and establish a repeatable Critical Account Program
• Contribute to post-escalation reviews and retrospectives to improve playbooks and prevent recurrence
• Serve as a trusted partner to CSMs and TAMs, coaching them on escalation handling and customer confidence restoration
• Proven project management skills, with the ability to structure reputed company issues, manage timelines, track deliverables, and drive accountability across teams

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At reputed company, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-reputed company reasons. 

reputed company is an equal opportunity employer. reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.