Escalation Manager (SaaS)

TL;DR

Escalation Manager (SaaS): Managing high-severity and executive-level customer escalations by orchestrating cross-functional resolution teams with an accent on customer retention and brand trust. Focus on leading critical situation rooms, conducting root cause analysis, and translating technical complexities into business-impact language for C-level stakeholders.

Location: Must be based in Boston, MA, USA

Salary: $85,000 - $105,000

Company

hirify.global builds uncomplicated enterprise-grade SaaS solutions focused on enhancing customer and employee experiences through a people-first approach to AI.

What you will do

• Own end-to-end resolution of high-severity and executive-level escalations as the single point of accountability.
• Lead cross-functional "situation rooms" aligning Support, Product, Engineering, and Success teams.
• Communicate business impact, mitigation strategies, and next steps to C-level stakeholders.
• Conduct post-mortems for major escalations and partner with Engineering to drive systemic improvements.
• Track and report on key performance metrics including escalation volume and revenue at risk.
• Develop and refine escalation playbooks and best practices.

Requirements

• Must be based in Boston, MA, USA
• 6+ years of experience in enterprise Support, Customer Success, or Technical Program Management within a SaaS environment.
• 3+ years of experience managing high-severity or executive-level escalations.
• Proven experience managing high-revenue enterprise accounts.
• Ability to translate complex technical concepts into business-impact language for executives.
• Strong data-driven mindset and skill in root cause analysis frameworks.

Culture & Benefits

• Inclusive workplace with a focus on diversity, equity, and equal opportunity.
• Flexible thinking and significant opportunities for career growth.
• Collaborative environment aimed at making work better for millions of users.
• Eligible for bonus compensation in addition to base salary.