As a senior member of the Customer Health organization, this role owns complexcustomer escalations from intake through resolution and customer confirmation,while proactively identifying account risks, strengthening executiverelationships, and amplifying the Voice of the Customer throughout theorganization. This role serves as the primarypoint of coordination for the organization’s most strategic accounts andexecutive-visible customer situations, ensuring escalations receive timelyattention, clear ownership, proactive communication, and coordinatedcross-functional support.

The Customer Escalation Lead isa senior individual contributor responsible for protecting customer confidence,managing strategic customer relationships, and driving the successfulresolution of high-impact customer escalations. This role serves as the primarypoint of coordination for the organization’s most strategic accounts andexecutive-visible customer situations, ensuring escalations receive timelyattention, clear ownership, proactive communication, and coordinatedcross-functional support.

The Customer Escalation Leadacts as a trusted customer advocate and strategic partner across CustomerSupport, Product Health, Engineering, Product Management, and Customer Success.As a senior member of the Customer Health organization, this role owns complexcustomer escalations from intake through resolution and customer confirmation,while proactively identifying account risks, strengthening executiverelationships, and amplifying the Voice of the Customer throughout theorganization. This is an individual contributor role with significantcross-functional influence and no direct reports.

Core Responsibilities

Strategic Account Ownership & Customer Confidence

Serve as the primary customer advocate and escalationresource for an assigned portfolio of the organization's most strategiccustomer accounts.

Develop and maintain deep knowledge of assignedaccounts — operational workflows, platform usage, customer priorities, activeinitiatives, support history, and organizational relationships.

Establish trusted relationships with customerstakeholders and serve as a consistent point of contact during high-impactsituations.

Conduct regular account reviews and customertouchpoints to proactively identify concerns, opportunities, and risks.

Reinforce customer confidence through proactiveengagement, responsiveness, transparency, and follow-through.

Customer Escalation Management

Own the end-to-end lifecycle of customer escalationsfrom intake through resolution and customer confirmation.

Ensure all escalations maintain clear ownership,documented action plans, communication cadence, and executive visibility asappropriate.

Lead customer-facing escalation calls and executivediscussions with professionalism, transparency, and solution-focusedcommunication.

Coordinate cross-functional resources to drive timelyissue resolution and remove roadblocks.

Escalate critical customer risks internally whenadditional leadership visibility or organizational support is required.

Serve as the primary escalation advisor for CustomerSupport, Product Health, Engineering, Customer Success, and ProfessionalServices teams.

Proactive Customer Risk Management

Monitor customer health indicators, open supportactivity, escalation trends, and customer sentiment for assigned accounts.

Identify potential customer risks before they becomeescalations.

Partner with Customer Success, Customer Support, andProduct Health to develop proactive risk mitigation plans.

Align internal stakeholders around at-risk customersand high-priority business situations.

Track recurring challenges and ensure follow-through oncustomer commitments.

Cross-Functional Leadership & Coordination

Coordinate complex, multi-team customer issuesrequiring collaboration across Support, Product Health, Engineering, ProductManagement, QA, and Customer Success.

Facilitate alignment between technical teams andcustomer-facing teams to ensure accurate communication and coordinatedexecution.

Drive accountability across stakeholder groups socustomer commitments are met.

Participate in critical customer reviews, executivebriefings, and escalation governance discussions.

Voice of the Customer & Product Advocacy

Synthesize recurring customer pain points, systemicissues, and product gaps observed across the strategic account portfolio.

Communicate findings, customer risks, and actionablerecommendations to Product Health, Product Management, and Engineeringleadership.

Lead recurring customer defect roadmap meetings withCustomers, Product Health, Product Management, Engineering, and CustomerSuccess to review customer-impacting defects, align priorities, communicatestatus, and advocate for customer-driven outcomes.

Serve as the primary customer advocate during roadmapand prioritization discussions for strategic accounts.

Document escalation outcomes, root causes, lessonslearned, and improvement opportunities.

Provide executive-ready summaries of customer feedback,product risks, and enhancement opportunities.

Customer Health Governance

Support Customer Health reporting and escalationgovernance processes.

Participate in regular customer risk reviews andstrategic account discussions.

Ensure escalation documentation is complete, accurate,and available for executive review.

Contribute to continuous improvement initiativesdesigned to strengthen customer outcomes and reduce recurringcustomer-impacting issues.

Standards & Compliance

Maintain full compliance with HIPAA Privacy Rulerequirements; this role regularly accesses Protected Health Information (PHI)as part of daily responsibilities.

Uphold the highest standards of professionalism in allwritten and verbal communications.

Demonstrate exceptional judgment, composure, andaccountability during high-pressure customer situations.

Model a commitment to customer excellence, partnership,transparency, and responsiveness.

Serve as a trusted representative of the CustomerHealth organization.

Required Qualifications

7+ years of customer support, customer success,technical account management, account management, or escalation managementexperience within a SaaS environment.

Minimum 3 years serving strategic accounts, enterprisecustomers, or executive-visible customer relationships.

Demonstrated experience independently managinghigh-risk customer escalations from intake through resolution.

Proven ability to communicate effectively withexecutive-level customer stakeholders, including VP and C-suite audiences.

Experience coordinating complex customer issues acrossProduct, Engineering, Customer Success, Professional Services, or Supportorganizations.

Strong understanding of customer relationshipmanagement, customer-risk mitigation, and escalation governance practices.

Experience synthesizing customer feedback andtranslating findings into business recommendations.

Exceptional verbal communication, executivecommunication, presentation, and customer management skills.

Demonstrated ability to remain composed and effectivein high-pressure situations.

Experience working within Salesforce, Jira, or similarcustomer management and ticketing platforms.

Ability to maintain full compliance with HIPAA PrivacyRule requirements.