The Escalations Director (ED) is a senior, cross-functional leadership role created to manage and resolve customer escalations that have moved beyond technical troubleshooting into the realm of business and political risk.
Requirements
- Significant experience in a customer-facing leadership role within a B2B cybersecurity or enterprise SaaS environment (typically 8+ years)
- Demonstrated experience managing complex, high-stakes customer situations involving senior stakeholders on both sides
- Familiarity with Privileged Access Management (PAM), Identity Security, or adjacent cybersecurity domains — sufficient to engage credibly with both technical teams and security-conscious customers
- Proven ability to operate effectively under pressure and drive outcomes in ambiguous, fast-moving situations through influence rather than authority
- Strong executive presence with the ability to command confidence in a room, whether with customers, peers, or company leadership
- Exceptional written and verbal communication skills, with the ability to produce the right communication at the right time for the right audience
- Demonstrated success collaborating across multiple functions (Support, Professional Services, Customer Success, Product Management, Product Engineering, Renewals, and Sales)
Benefits
- Competitive salaries
- Meaningful bonus program
- Excellent benefits
- Healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
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