Escalation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitating the resolution of AppZen’s most challenging and impactful customer escalations.

• Collaborating with Customer Success Managers (CSMs) and Implementation Success Managers (ISMs) to ensure smooth go-lives, stabilize accounts at risk, and uphold customer confidence.

• Coordinating efforts across Support, Engineering, Product, and the AppZen Executive Team to achieve timely and sustainable results.

• Overseeing escalated accounts for recurring problems and systemic risks, while implementing preventive measures.

⛳️ Requirements

• U.S. citizenship (mandatory) to assist with specific customer environments.

• 10+ years of experience in SaaS, focusing on escalation management, support leadership, incident management, or customer success escalations.

• Strong executive presence and effective customer communication—capable of providing clarity under pressure to both internal leaders and customer stakeholders.

• Demonstrated ability to guide cross-functional teams through uncertainty and deliver results with accountability.

• Familiarity with support and engineering workflow tools such as Zendesk and Jira (or similar platforms).

🏝️ Benefits

• We are an equal opportunity employer and value diversity. All employment decisions are made based on qualifications, merit, and business needs.

• Health insurance

• Flexible work arrangements