Director of Customer Risk

Job Summary

Leading customer escalations and recovery efforts, the full-time remote Director of Customer Risk will build and manage the customer escalation program, ensuring effective communication and resolution of complex issues while collaborating with cross-functional teams.

Key responsibilities

• Build and maintain a comprehensive view of customer risks and escalations, determining severity and accountable ownership for each case
• Personally lead complex recovery plans and maintain executive-level communication with customers, ensuring they are informed throughout the process
• Utilize technical judgment to analyze customer issues and facilitate effective solutions in collaboration with Support, Product, and Engineering teams

Required qualifications

• Experience in leading complex enterprise software escalations or customer recovery initiatives
• A hands-on technical background in support engineering, solutions engineering, or technical account management
• Proven ability to communicate effectively with customer executives during challenging situations
• Experience in building escalation or customer risk programs with clear prioritization and resolution criteria
• Strong decision-making skills under pressure, with the ability to influence cross-functional teams without direct authority