Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide complex upmarket customer crises to resolution, serving as the primary owner of high-stakes enterprise account escalations while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and defining resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in ambiguous situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture, translating complex concepts into business impacts
• Exceptional communication skills to clarify technical challenges for non-technical stakeholders
• Demonstrated crisis management abilities with high emotional intelligence in tense situations
• Proven experience in cross-functional influence and alignment without formal authority