Customer Escalation Lead
Core
Senior individual contributor protecting customer confidence and resolving high-impact issues for strategic enterprise accounts by owning complex escalations from intake through resolution and turning risks into product insights.
Role type
Senior IC customer escalation lead (strategic accounts)
Builds
Resolution of high-risk customer escalations and actionable product/business insights
Domain
SaaS / Enterprise Customer Success
Deliverable
client delivery
Required skills
Strategic account management, executive communication, risk mitigation, cross-functional leadership, escalation lifecycle management, stakeholder coordination, product feedback analysis, HIPAA compliance
Preferred skills
Experience with Salesforce/Jira, calmness under pressure, influence without authority
Technologies
Salesforce, Jira
Responsibilities
Serve as primary escalation resource for strategic accounts; own complete escalation lifecycle; lead executive discussions; coordinate cross-functional teams; analyze recurring pain points; communicate risks to product leadership; document outcomes and lessons learned.
Seniority
Senior, hands-on IC