Executive-Facing Customer Escalation Strategist

Zohorecruit; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

CDIT is seeking a Customer Escalation Lead to own complex escalations and protect strategic accounts. You will coordinate across Support, Product Health, Engineering, and Customer Success to drive timely resolutions and proactive communication.

You will engage senior stakeholders, identify risks early, and advocate for customer-driven improvements, with independence and cross-functional influence in a fast-paced SaaS environment.

Qualifications

• 7+ years in SaaS customer escalations or related roles.
• Proven ability to manage high-impact escalations from intake to resolution.
• Experience communicating with VP/C-suite stakeholders.
• Ability to coordinate across Product, Engineering, and Support teams.
• Familiarity with CRM systems and escalation governance.

Responsibilities

• Own end-to-end lifecycle of high-impact customer escalations.
• Lead executive-level discussions with professionalism and transparency.
• Coordinate cross-functional resources to resolve issues on time.
• Monitor health indicators and escalation trends for accounts.
• Provide executive-ready summaries of customer feedback and risks.
• Advise on proactive risk mitigation and account plans.

Skills

Executive communication

Escalation management

Strategic account ownership

Customer advocacy

Cross-functional collaboration

Risk mitigation

Stakeholder alignment

Tools

Salesforce

Jira

CRM platforms

Job description

CDIT is seeking a Customer Escalation Lead to own complex escalations and protect strategic accounts. You will coordinate across Support, Product Health, Engineering, and Customer Success to drive timely resolutions and proactive communication.

You will engage senior stakeholders, identify risks early, and advocate for customer-driven improvements, with independence and cross-functional influence in a fast-paced SaaS environment.