Program Manager, Escalation Management

Required

• 8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company.
• Direct, accountable leadership of a customer success organization responsible for adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality and support BD with GRR, NRR, and expansion.
• Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement.
• Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ ARR) with documented outcomes on Adoption, NRR, GRR, or expansion.
• Proven success operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process.
• Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues.
• Experience designing and operating segmented CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling.
• Hands-on experience hiring senior CS talent — with a clear point of view on profile, comp, and ramp.
• Strong background having operated in an end to end post sales service delivery ecosystem with strong CS interaction with Business Development/Sales, Delivery, Technical and Product teams. Preferred Qualifications
• Experience transforming a CS function from reactive enablement into proactive business advisory, including the talent, comp, operating-model, and tooling changes required (not a renaming exercise).
• Track record of building or scaling seasoned strategist roles inside a CS org — including hiring profile, ramp, comp design, and integration with the rest of the account team.
• Experience operating with a separate technical TAM function on shared enterprise accounts — including co-authoring cross-org protocols and managing escalations across an org boundary.