Senior Enterprise Escalation Lead — Remote

Gong; Austin (CO); On-site; USD 105,000 - 143,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Wellbeing fund

Mental health support

401(k) program

Education & learning stipend

Flexible vacation

Parental leave

Recharge days

Work-from-home stipend

Job summary

Gong is seeking a Strategic Escalation Manager to own the lifecycle of high-stakes enterprise account escalations, guiding them from risk states to final resolution. You will collaborate with GTM, R&D, Product, and Support to translate roadblocks into actionable requirements, deploy the right resources, and manage stakeholders with precision.

This role emphasizes proactive incident analysis, cross-functional collaboration, and building scalable escalation playbooks to safeguard Gong’s

Qualifications

• 5+ years in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management in a complex B2B SaaS environment.
• Ability to discuss platform reliability, architecture, APIs and data flows with engineers (coding not required).
• Outstanding communication skills translating technical issues for non-technical stakeholders.
• Calm, decisive crisis management with high emotional intelligence in high-stakes situations.
• Relentless customer empathy guiding engineering/product decisions around customer experience.
• Proven cross-functional influence across Support, R&D, and GTM without formal authority.
• Strong root-cause mentality turning fixes into strategic improvements.
• Ability to drive measurable impact by safeguarding revenue retention and customer satisfaction.
• Willingness to shape escalation processes and strategy at scale across the organization.
• Autonomy to design and implement new escalation workflows and playbooks.

Responsibilities

• Own the escalation lifecycle for high-stakes enterprise crises and drive cross-functional alignment.
• Bridge GTM and technical teams, translating requirements into actionable data and plans.
• Mobilize resources and deploy engineering or support teams without executive handholding.
• Guide internal account teams and communicate root causes, remediation plans, and guidance to executives.
• Partner with R&D and Support to transform reactive incidents into proactive insights and improvements.
• Build and mature the escalation playbook with templates, processes, and scalable workflows.

Skills

TAM/Enterprise

Technical literacy

Clear communication

Crisis management

Customer empathy

Cross-functional influence

Root-cause analysis

Strategic thinking

Stakeholder management

Autonomy

Job description

Gong is seeking a Strategic Escalation Manager to own the lifecycle of high-stakes enterprise account escalations, guiding them from risk states to final resolution. You will collaborate with GTM, R&D, Product, and Support to translate roadblocks into actionable requirements, deploy the right resources, and manage stakeholders with precision.

This role emphasizes proactive incident analysis, cross-functional collaboration, and building scalable escalation playbooks to safeguard Gong’s