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Escalation Manager

2 weeks ago
United States
Full-time
Lead
Customer Success Manager
Project and Program Management
JIRA
Apply Now
AppZen

AppZen

AppZen is a pioneer in autonomous spend-to-pay software, offering AI solutions to automate spend approvals, reduce spend, comply with policy, and streamline processes for global enterprises.

Internet Software & Services
251-1K
Founded 2012
$101M raised
View All Jobs 7

Description

  • Own high-severity escalations end-to-end, from triage and containment through root cause analysis, corrective actions, customer updates, and post-incident review.
  • Lead escalation war rooms with structured triage, clear ownership, defined ETAs, and documented decisions.
  • Provide executive-ready status updates that clearly communicate impact, risk, mitigation, and next steps.
  • Act as the central coordination point for escalations across Support, Engineering, Product, Customer Success, Implementation, and AppZen leadership.
  • Partner with support leadership and support engineering to improve escalation rigor and incident response consistency.
  • Work with implementation and customer success teams to remove go-live blockers, stabilize at-risk accounts, and reduce renewal risk.
  • Support executive customer engagements, including escalation reviews and incident briefings with customer stakeholders.
  • Build trusted relationships with customer executives by maintaining transparency and confidence throughout the escalation lifecycle.
  • Monitor escalated accounts for recurring issues and systemic risks, and drive preventive actions.
  • Create and maintain escalation runbooks, playbooks, templates, and knowledge content to improve speed and consistency.

Requirements

  • U.S. citizenship is required to support certain customer environments.
  • 10+ years of experience in SaaS across escalation management, support leadership, incident management, or customer success escalations.
  • Strong executive presence and customer communication skills, with the ability to drive clarity under pressure.
  • Proven ability to lead cross-functional teams through ambiguity and deliver accountable outcomes.
  • Experience with support and engineering workflow tools such as Zendesk and Jira, or equivalent platforms.
  • Strong foundation in SaaS fundamentals, engineering concepts, and structured troubleshooting.
  • Familiarity with finance operations, especially Accounts Payable and Expense Audit or corporate card workflows, is preferred.
  • Experience applying structured triage across workflows, integrations, and environments is preferred.
  • Ability to communicate effectively with Engineering and Product using shared technical language.
  • Experience with customer health frameworks, renewal-risk mitigation, and escalation governance is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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