Customer Escalation Lead

Accountabilities:

• • Serve as the primary customer advocate and escalation resource for a portfolio of strategic customer accounts.
  • Develop deep knowledge of assigned accounts, including operational workflows, platform usage, priorities, initiatives, support history, and key stakeholder relationships.
  • Build trusted relationships with customer stakeholders and provide consistent communication throughout high-impact situations.
  • Conduct regular account reviews and customer touchpoints to identify emerging concerns, opportunities, and risks.
  • Own the complete lifecycle of customer escalations from intake through resolution and customer confirmation.
  • Establish clear ownership, action plans, communication cadences, documentation, and appropriate executive visibility for escalations.
  • Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and a solution-oriented approach.
  • Coordinate cross-functional teams and resources to accelerate issue resolution and remove delivery roadblocks.
  • Escalate critical customer risks internally when additional leadership support or organizational intervention is required.
  • Monitor customer health indicators, support activity, escalation trends, and sentiment to identify potential risks before they become major escalations.
  • Partner with Customer Success, Customer Support, and Product Health teams to develop and implement proactive risk mitigation plans.
  • Coordinate complex customer issues involving Support, Product Health, Engineering, Product Management, QA, Customer Success, and Professional Services.
  • Facilitate alignment between technical and customer-facing teams to ensure accurate communication and coordinated execution.
  • Drive accountability across stakeholder groups and ensure customer commitments are fulfilled.
  • Participate in critical customer reviews, executive briefings, and escalation governance discussions.
  • Analyze recurring customer pain points, systemic issues, product gaps, and escalation trends across strategic accounts.
  • Communicate customer risks and actionable recommendations to Product Health, Product Management, and Engineering leadership.
  • Lead recurring customer defect roadmap meetings to review customer-impacting defects, align priorities, communicate progress, and advocate for customer-focused outcomes.
  • Represent strategic customer needs during product roadmap and prioritization discussions.
  • Document escalation outcomes, root causes, lessons learned, and opportunities for improvement.
  • Prepare executive-ready summaries covering customer feedback, product risks, defects, and enhancement opportunities.
  • Support customer health reporting, risk reviews, escalation governance, and strategic account management processes.
  • Ensure escalation documentation is complete, accurate, and readily available for executive review.
  • Contribute to continuous improvement initiatives designed to strengthen customer outcomes and reduce recurring issues.
  • Maintain compliance with HIPAA Privacy Rule requirements when handling Protected Health Information (PHI).
  • Demonstrate professionalism, sound judgment, composure, accountability, transparency, and responsiveness during sensitive customer situations.

  Requirements:

  • 7+ years of experience in customer support, customer success, technical account management, account management, or escalation management within a SaaS environment.
  • At least 3 years of experience supporting strategic accounts, enterprise customers, or executive-level customer relationships.
  • Demonstrated ability to independently manage high-risk customer escalations from intake through resolution.
  • Proven experience communicating effectively with executive-level customer stakeholders, including VP and C-suite audiences.
  • Experience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, Support, or related functions.
  • Strong understanding of customer relationship management, customer risk mitigation, escalation management, and governance practices.
  • Experience analyzing customer feedback and translating insights into actionable business or product recommendations.
  • Exceptional verbal, written, presentation, executive communication, and customer management skills.
  • Ability to remain calm, composed, and effective while managing high-pressure or sensitive customer situations.
  • Experience using Salesforce, Jira, or comparable customer relationship management and ticketing platforms.
  • Strong cross-functional leadership and stakeholder coordination skills, with the ability to influence outcomes without direct authority.
  • Strong judgment, accountability, organization, and follow-through.
  • Ability to handle Protected Health Information responsibly and maintain full compliance with HIPAA Privacy Rule requirements.

  Benefits:

  • Full-time employment.
  • Remote work arrangement.
  • Opportunity to manage relationships with strategic and enterprise customers.
  • Senior individual contributor role with significant cross-functional influence.
  • Exposure to executive-level customer engagement and strategic account management.
  • Collaboration across Customer Support, Product, Engineering, Customer Success, QA, and Professional Services.
  • Opportunity to influence product priorities through direct customer advocacy and feedback.
  • Involvement in customer health governance and continuous improvement initiatives.
  • Opportunity to contribute to reducing recurring customer-impacting issues and improving customer outcomes.