Customer Escalation Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Escalation Lead based in Canada. This senior individual contributor role focuses on protecting customer confidence and resolving high-impact issues for strategic enterprise accounts. You will own complex customer escalations from initial intake through resolution, confirmation, and follow-up. The position combines strategic account management, executive communication, risk mitigation, and cross-functional leadership. You will work closely with Customer Support, Product Health, Engineering, Product Management, Customer Success, QA, and Professional Services teams. Beyond resolving immediate issues, you will identify recurring risks and customer pain points and turn them into actionable business and product insights. The role provides significant organizational influence without direct reports, with a strong focus on customer advocacy, accountability, and continuous improvement.

Serve as the primary customer advocate and escalation resource for a portfolio of strategic customer accounts. Develop deep knowledge of assigned accounts, including operational workflows, platform usage, priorities, initiatives, support history, and key stakeholder relationships. Build trusted relationships with customer stakeholders and provide consistent communication throughout high-impact situations. Conduct regular account reviews and customer touchpoints to identify emerging concerns, opportunities, and risks. Own the complete lifecycle of customer escalations from intake through resolution and customer confirmation. Establish clear ownership, action plans, communication cadences, documentation, and appropriate executive visibility for escalations. Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and a solution-oriented approach. Coordinate cross-functional teams and resources to accelerate issue resolution and remove delivery roadblocks. Escalate critical customer risks internally when additional leadership support or organizational intervention is required. Monitor customer health indicators, support activity, escalation trends, and sentiment to identify potential risks before they become major escalations. Partner with Customer Success, Customer Support, and Product Health teams to develop and implement proactive risk mitigation plans. Coordinate complex customer issues involving Support, Product Health, Engineering, Product Management, QA, Customer Success, and Professional Services. Facilitate alignment between technical and customer-facing teams to ensure accurate communication and coordinated execution. Drive accountability across stakeholder groups and ensure customer commitments are fulfilled. Participate in critical customer reviews, executive briefings, and escalation governance discussions. Analyze recurring customer pain points, systemic issues, product gaps, and escalation trends across strategic accounts. Communicate customer risks and actionable recommendations to Product Health, Product Management, and Engineering leadership. Lead recurring customer defect roadmap meetings to review customer-impacting defects, align priorities, communicate progress, and advocate for customer-focused outcomes. Represent strategic customer needs during product roadmap and prioritization discussions. Document escalation outcomes, root causes, lessons learned, and opportunities for improvement. Prepare executive-ready summaries covering customer feedback, product risks, defects, and enhancement opportunities. Support customer health reporting, risk reviews, escalation governance, and strategic account management processes. Ensure escalation documentation is complete, accurate, and readily available for executive review. Contribute to continuous improvement initiatives designed to strengthen customer outcomes and reduce recurring issues. Maintain compliance with HIPAA Privacy Rule requirements when handling Protected Health Information (PHI). Demonstrate professionalism, sound judgment, composure, accountability, transparency, and responsiveness during sensitive customer situations. Requirements: 7+ years of experience in customer support, customer success, technical account management, account management, or escalation management within a SaaS environment. At least 3 years of experience supporting strategic accounts, enterprise customers, or executive-level customer relationships. Demonstrated ability to independently manage high-risk customer escalations from intake through resolution. Proven experience communicating effectively with executive-level customer stakeholders, including VP and C-suite audiences. Experience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, Support, or related functions. Strong understanding of customer relationship management, customer risk mitigation, escalation management, and governance practices. Experience analyzing customer feedback and translating insights into actionable business or product recommendations. Exceptional verbal, written, presentation, executive communication, and customer management skills. Ability to remain calm, composed, and effective while managing high-pressure or sensitive customer situations. Experience using Salesforce, Jira, or comparable customer relationship management and ticketing platforms. Strong cross-functional leadership and stakeholder coordination skills, with the ability to influence outcomes without direct authority. Strong judgment, accountability, organization, and follow-through. Ability to handle Protected Health Information responsibly and maintain full compliance with HIPAA Privacy Rule requirements. Benefits: Full-time employment. Remote work arrangement. Opportunity to manage relationships with strategic and enterprise customers. Senior individual contributor role with significant cross-functional influence. Exposure to executive-level customer engagement and strategic account management. Collaboration across Customer Support, Product, Engineering, Customer Success, QA, and Professional Services. Opportunity to influence product priorities through direct customer advocacy and feedback. Involvement in customer health governance and continuous improvement initiatives. Opportunity to contribute to reducing recurring customer-impacting issues and improving customer outcomes.

laptop-ats-crawler v3