Execute a comprehensive Critical Situation management and customer success strategy, including hiring, onboarding, performance standards, and operational plans.
Define success criteria and track adherence to key operational metrics for escalations.
Develop standards for handling customer incidents, escalation paths, and communication frameworks that drive successful outcomes.
Improve customer satisfaction, and overall customer health across the lifecycle.
Evaluate customer needs, identify gaps, and drive initiatives that strengthen customer value realization.
Collaborate cross functionally with Technical Account Management, Professional Services, Product and Engineering to support customer success.
Promote business continuity and operational excellence across the global support community.
Serve as the executive escalation point for the most urgent and complex customer situations.
Lead cross functional triage and resolution efforts, coordinating Support, Engineering, Product, Security, and Operations.
Provide clear, timely, customer facing status updates and internal reporting during critical incidents.
Manage SEV 0 escalations from initial detection through root cause analysis and post incident review.
Conduct post escalation analysis and author customer facing cause analysis documents.
Evaluate customer requests related to SLA violations and ensure appropriate internal review.
Lead cross departmental process improvements to maximize customer retention and reduce repeat escalations.
Participate in the 24×7 on call rotation as needed.
Use customer data, operational metrics, and market insights to identify trends and drive continuous improvement with product and engineering teams.
Partner with business and technical leaders to build consensus on strategy, prioritization, and process evolution.
Identify systemic issues and lead corrective action efforts across departments.
Provide leadership in documentation quality reviews, ensuring technical guides, troubleshooting content, and internal training are accurate and effective.
Drive improvements within the broader Services organization, influencing processes across teams.

Requirements

7+ years of customer support, customer success, or professional services leadership in a B2B SaaS environment.
Proven track record managing enterprise class support organizations to customer success goals (CSAT, NPS, etc.).
7+ years of experience in escalation or incident management roles with demonstrated success resolving complex, high impact issues.
Strong business and management acumen with experience influencing senior leadership.
Bachelor's degree or equivalent experience.
Strong technical proficiency, including:
- Broad understanding of cybersecurity as it relates to email security, enterprise archiving, data and application security.
- Understanding of databases and SaaS architecture.
- Linux command line competence.
Skilled communicator and influencer with customers, executives, and internal teams.
Experience with Salesforce Service Cloud or similar support systems.
Ability to independently troubleshoot complex system environments with multiple configurations and protocols.
Project Management experience: PMP certification is a plus.

Benefits

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

escalation managementincident managementcustomer success strategyperformance standardsroot cause analysisSLA managementLinux command linecybersecuritydatabasesSaaS architecture

Soft Skills

leadershipcommunicationinfluencingcollaborationproblem-solvingcustomer focusanalytical thinkingstrategic thinkingprocess improvementcross-functional coordination

Certifications

PMP certificationBachelor's degree