Sr. Customer Escalation Manager

About the Role

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. You bring a strong customer-first mindset, the ability to untangle technical and relationship issues, and the confidence to drive action across Customer Success, 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 enterprise SaaS or cybersecurity environments. This background enables you to navigate complex technical issues and customer relationships effectively.

Must Haves

• 10+ years of customer-facing experience in a technical role like TAM, SE, Support, or related enterprise SaaS roles, with a proven track record in managing escalations
• 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, including executive-level communication with customers and internal stakeholders
• Ability to remain calm, credible, 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
• Empathy-driven, customer-first orientation with a bias for action
• Experience in Cybersecurity is required

Nice to Have 

• Experience in Email Security

What You Will Do

• Act as the primary quarterback for red/yellow account escalations, driving alignment on the path-to-green and ensuring resolution
• Develop a deep understanding of the customer’s relationship, complaints, and business context to influence the right plays internally
• Lead 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 all critical account escalations and provide 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 complex issues, manage timelines, track deliverables, and drive accountability across teams

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