Escalation Manager in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Escalation Manager in the United States.

This role is a high-impact customer leadership position focused on managing and resolving critical escalations across complex SaaS implementations and enterprise accounts. You will serve as the central coordination point during high-severity incidents, ensuring rapid stabilization, clear communication, and effective cross-functional execution. The position requires strong executive presence and the ability to operate calmly under pressure while aligning engineering, product, support, and customer stakeholders. You will play a key role in protecting customer trust, reducing business risk, and ensuring successful product adoption at scale. Working closely with senior internal teams and customer executives, you will drive structured resolution processes and long-term improvements. This is a highly visible role where operational excellence and communication directly influence customer outcomes and retention.

• Own end-to-end management of high-severity escalations including go-live blockers, production incidents, and at-risk accounts
• Lead escalation war rooms, ensuring structured triage, clear ownership, defined timelines, and documented resolution paths
• Coordinate across Support, Engineering, Product, Customer Success, and Implementation teams to drive rapid and effective resolution
• Deliver executive-level updates to internal leadership and customers, clearly communicating impact, risks, and mitigation plans
• Act as the central escalation point to ensure alignment, accountability, and transparency across all stakeholders
• Partner with customer-facing teams to stabilize accounts, remove blockers, and reduce renewal risk
• Engage engineering and product teams to prioritize and resolve high-impact technical issues
• Monitor escalated accounts to identify recurring issues and systemic risks, driving proactive mitigation strategies
• Develop and maintain escalation playbooks, runbooks, and operational documentation to improve consistency and speed
• Contribute to post-incident reviews and continuous improvement initiatives across support and product workflows
• Build trusted relationships with customer executives to maintain confidence throughout escalation cycles

• 10+ years of experience in SaaS environments across escalation management, incident management, customer success, or support leadership
• Strong experience managing high-severity customer incidents in complex technical environments
• Proven ability to lead cross-functional teams through ambiguity and time-sensitive situations
• Excellent executive communication skills with the ability to influence internal and external stakeholders
• Experience with support and workflow tools such as Zendesk, Jira, or equivalent platforms
• Strong structured problem-solving and diagnostic skills in technical environments
• Ability to communicate effectively with engineering and product teams using technical clarity and precision
• Background in customer health management, escalation governance, and risk mitigation
• Familiarity with SaaS fundamentals, system integrations, and troubleshooting methodologies
• Knowledge of finance workflows such as Accounts Payable or Expense Audit is a plus
• Strong ability to translate escalation patterns into process and product improvements
• U.S. citizenship required for this role

• Competitive compensation aligned with experience and market benchmarks
• Remote or hybrid work flexibility within the United States
• Opportunity to work in a high-impact, customer-critical leadership role
• Exposure to enterprise-scale SaaS operations and cross-functional collaboration
• Career growth within escalation leadership, customer operations, and SaaS strategy
• Collaborative environment focused on ownership, accountability, and innovation
• Direct influence on product reliability, customer satisfaction, and operational excellence
• Dynamic and fast-paced work setting with high visibility across the organization