Senior Customer Escalation Manager (Cybersecurity)

TL;DR

Senior Customer Escalation Manager (Cybersecurity): Driving de-escalation and resolution for high-risk customer accounts with an accent on technical problem-solving, cross-functional alignment, and restoring customer confidence. Focus on developing structured de-escalation plans, owning executive-level communication, and ensuring accountability.

Location: Remote (USA)

Salary: $127,500–$150,000 USD

Company

hirify.global is a cybersecurity company focused on artificial intelligence solutions for email security.

What you will do

• Act as the primary lead for red/yellow account escalations, driving alignment and resolution.
• Develop a deep understanding of customer relationships, complaints, and business context to influence internal actions.
• Lead structured de-escalation plans, assigning responsibilities across teams and tracking follow-through.
• Own executive-level communication with both customer and internal stakeholders during critical escalations.
• Maintain visibility into all critical account escalations and provide regular reporting to leadership.
• Proactively identify systemic risks by analyzing escalation patterns and partnering to implement improvements.

Requirements

• 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles) with a proven track record in managing escalations.
• Demonstrated success in leading de-escalations for complex, strategic customers.
• Strong understanding of customer lifecycle, support workflows, and escalation management best practices.
• Excellent verbal and written communication skills, including executive-level communication.
• Ability to remain calm, credible, and strategic under pressure.
• Experience collaborating with cross-functional teams including Engineering, Product, and Sales.
• Experience in Cybersecurity is required.

Nice to have

• Experience in Email Security.

Culture & Benefits

• Certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits.
• Individual compensation packages are based on factors unique to each candidate, including skills, experience, and qualifications.
• hirify.global is an equal opportunity employer.
• Commitment to secure hiring practices, including video interviews and identity validation.
• All pre-employment checks are in line with prevailing legislation and company security/privacy standards.