Customer Escalation Lead

The Customer Escalation Lead is a senior individual contributor responsible for protecting customer confidence, managing strategic customer relationships, and driving the successful resolution of high-impact customer escalations. This role serves as the primary point of coordination for the organization’s most strategic accounts and executive-visible customer situations, ensuring escalations receive timely attention, clear ownership, proactive communication, and coordinated cross-functional support.

The Customer Escalation Lead acts as a trusted customer advocate and strategic partner across Customer Support, Product Health, Engineering, Product Management, and Customer Success. As a senior member of the Customer Health organization, this role owns complex customer escalations from intake through resolution and customer confirmation, while proactively identifying account risks, strengthening executive relationships, and amplifying the Voice of the Customer throughout the organization.

This is an individual contributor role with significant cross-functional influence and no direct reports.

Strategic Account Ownership & Customer Confidence

• Serve as the primary customer advocate and escalation resource for an assigned portfolio of the organization's most strategic customer accounts.
• Develop and maintain deep knowledge of assigned accounts — operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.
• Establish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impact situations.
• Conduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.
• Reinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.
• Own the end-to-end lifecycle of customer escalations from intake through resolution and customer confirmation.
• Ensure all escalations maintain clear ownership, documented action plans, communication cadence, and executive visibility as appropriate.
• Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.
• Coordinate cross-functional resources to drive timely issue resolution and remove roadblocks.
• Escalate critical customer risks internally when additional leadership visibility or organizational support is required.
• Serve as the primary escalation advisor for Customer Support, Product Health, Engineering, Customer Success, and Professional Services teams.
• Monitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.
• Identify potential customer risks before they become escalations.
• Partner with Customer Success, Customer Support, and Product Health to develop proactive risk mitigation plans.
• Align internal stakeholders around at-risk customers and high-priority business situations.
• Track recurring challenges and ensure follow-through on customer commitments.

Cross-Functional Leadership & Coordination

• Coordinate complex, multi-team customer issues requiring collaboration across Support, Product Health, Engineering, Product Management, QA, and Customer Success.
• Facilitate alignment between technical teams and customer-facing teams to ensure accurate communication and coordinated execution.
• Drive accountability across stakeholder groups so customer commitments are met.
• Participate in critical customer reviews, executive briefings, and escalation governance discussions.

Voice of the Customer & Product Advocacy

• Synthesize recurring customer pain points, systemic issues, and product gaps observed across the strategic account portfolio.
• Commu…