Hybrid SaaS Escalation Lead (Incident Management)

Cornerstone OnDemand; Kraków; Hybrid; PLN 179,000 - 287,000; Full time

Benefits offered by this job

Hybrid work

Krakow office access

Job summary

Cornerstone OnDemand in Kraków offers a hybrid role for an experienced Escalation Manager. You will own escalated cases end-to-end, coordinate with Engineering, and maintain clear daily communications with customers and internal teams.

The role requires 4+ years in escalation or critical-situation management within enterprise SaaS, with fluency in EIM economics and SLO discipline, plus Salesforce experience. Join a global customer support team and help ensure customer success.

Qualifications

• 4+ years in escalation, incident, or critical-situation management in enterprise SaaS.
• Ability to stay structured and calm under pressure with relentless follow-through.
• Strong written communication for executives and customers; familiarity with EIM and SLOs.

Responsibilities

• Take ownership of escalated cases end-to-end, coordinating with engineering.
• Communicate daily in plain language with ETAs from SLOs.
• Score escalations with EIM and consider Cornerstone costs.
• Serve as entry point to OneList; merge duplicates and track ownership.
• De-escalate by voice to ensure the customer understands.
• Keep the originating pod informed while avoiding Engineering threads.

Skills

Escalation management

SaaS experience

EIM & SLO knowledge

Executive communication

Tools

Salesforce

Job description

Cornerstone OnDemand in Kraków offers a hybrid role for an experienced Escalation Manager. You will own escalated cases end-to-end, coordinate with Engineering, and maintain clear daily communications with customers and internal teams.

The role requires 4+ years in escalation or critical-situation management within enterprise SaaS, with fluency in EIM economics and SLO discipline, plus Salesforce experience. Join a global customer support team and help ensure customer success.