Executive Escalation Lead — SaaS

Certinia; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Certinia is seeking an Escalation Manager to lead high-priority customer escalations across our SaaS platform. You will bridge Support, Product, Engineering, and Executive stakeholders, driving accountability and timely updates.

You will oversee end-to-end escalations, balance urgency with internal alignment, and contribute to playbooks and reporting practices to reduce risk and improve customer outcomes.

Qualifications

• Proven experience managing complex, customer-facing escalations in tech or enterprise software.
• Strong cross-functional collaboration across multiple teams.
• Excellent written and verbal communication at technical and executive levels.
• Able to manage multiple escalations with high attention to detail.

Responsibilities

• Own end-to-end escalation management from start to resolution.
• Coordinate between Support, Product, Engineering, and Customer Success.
• Provide timely, transparent updates to customers including executives.
• Assess business impact and determine required visibility for escalations.
• Identify patterns and contribute to process improvements.

Skills

Escalation management

Stakeholder management

SaaS experience

Executive communication

Job description

Certinia is seeking an Escalation Manager to lead high-priority customer escalations across our SaaS platform. You will bridge Support, Product, Engineering, and Executive stakeholders, driving accountability and timely updates.

You will oversee end-to-end escalations, balance urgency with internal alignment, and contribute to playbooks and reporting practices to reduce risk and improve customer outcomes.