Escalation Management Director Jobs

We’re hiring a Sr. Customer Success Manager to turn new deployments into measurable outcomes for engineering teams using Coder. You guide customers from onboarding through renewal, clearing blockers, and aligning our platform to their goals. You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback. What you’ll do here Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder’s platform Remove barriers to adoption so customers achieve their desired outcomes expediently Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross‑sell motions Oversee renewals and forecasting, ensuring timely, successful commitments Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve Monitor and report on customer health and usage Develop deep expertise in Coder’s products to provide global customer coverage What we’re looking for 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC Hands-on experience with Salesforce and other industry-standard CS platforms History of building strong relationships across executive, business, and technical stakeholders Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross‑functional teams Habit of staying current on industry trends, CS best practices, and the competitive landscape Startup experience High EQ with strong verbal communication and technical writing skills Self‑motivated with a creative and analytical approach

We’re hiring a Customer Success Manager to turn new deployments into measurable outcomes for engineering teams using Coder. You guide customers from onboarding through renewal, clearing blockers, and aligning our platform to their goals. You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback. What you’ll do here Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder’s platform Remove barriers to adoption so customers achieve their desired outcomes expediently Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross‑sell motions Oversee renewals and forecasting, ensuring timely, successful commitments Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve Monitor and report on customer health and usage Develop deep expertise in Coder’s products to provide global customer coverage What we’re looking for 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC Hands-on experience with Salesforce and other industry-standard CS platforms History of building strong relationships across executive, business, and technical stakeholders Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross‑functional teams Habit of staying current on industry trends, CS best practices, and the competitive landscape Startup experience High EQ with strong verbal communication and technical writing skills Self‑motivated with a creative and analytical approach to

About Us Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business. We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution. At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking. Why Novo? • Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America • Positive, inclusive, supportive culture cheering you on your journey • We work with very new technologies and architecture patterns • Offices in NYC and India Role Summary The Senior Manager, Customer Support & Success is the strategic owner of Novo's most critical 1:1 customer touchpoints - from complex escalations and collections recovery to a proactive customer success motion you’ll get to build from scratch. This is a player-coach role: you will lead a small, high-performing team while staying close to the work yourself. You will operate with significant autonomy, bring consistency and customer obsession, and shape what this function looks like two to three years from now. About the Role Escalations & Collections — Raise th

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 ABOUT CLICKUP At ClickUp, we're not just building software. We're architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That's why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you'll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that's redefining what's possible! ABOUT THE ROLE We are hiring the next generation of product managers. AI has collapsed the work that used to sit between an idea and a working version of it, and for the first time, PMs can be true builders. The PMs who win in this era do not manage the work. They build the product, every day, with their own hands. A Principal Product Manager shapes high level strategy and product direction at the company level. You make the calls on the hardest product questions we face. Where the converged workspace is going, what AI for work actually looks like in three years, which bets matter. You build to show your thinking, not just describe it, and the argument is stronger when you have already put the idea on screen. You pull together data, customer escalations, support trends, and usage patterns and bring clarity on where we are winning and where to push next. The ways you find to move faster become how PMs across the company work. The stronger your craft, the mo

At Linear, we're building the product development system for teams and agents. AI is fundamentally changing how software gets built, and we’re shaping the tools this new era requires. Founded in 2019, Linear has become the platform of choice for more than 40,000 companies (including OpenAI, Coinbase, and Ramp) to plan, build, and ship their products. Today, our team is distributed across North America, Europe, and Australia, and we’re continuing to grow internationally. What unites us is relentless focus, fast execution, and a deep care for software craftsmanship. As Linear moves upmarket, the gap between deal close and successful enterprise rollout has become our most important surface area. We're hiring an Implementation Manager to own that gap. You will be the single point of accountability from signed contract through successful go-live, coordinating across CSM, Solutions Engineering, Customer Education, Sales, and the customer's own teams to make every enterprise rollout repeatable, on time, and high quality. Location & work mode Linear is a remote-first company, with optional co-working offices in San Francisco, New York, and London. This role is open to candidates based in North America. EST time zone is preferred for this position. We value deep focus and async collaboration, with intentional moments to connect in person through team off-sites, optional co-working, and occasional travel. What you'll do Own end-to-end implementation plans for enterprise customers: timeline, milestones, dependencies, risk, and stakeholder accountability Run the handoff from Sales at deal close in partnership with Customer Success and Solutions Engineering: validate services scope, timeline commitments, complexity signals, and migration readiness Coordinate workspace architecture, migration, and integration workstreams (SSO/SCIM, Slack, GitHub, Jira sync, custom integrations) across customer IT, Solutions Engineering, and engineering escalations Build the enablement calenda

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as Team Lead – Social Care & Internal Support to build and run Qonto's brand-new reactive team in Customer Care France. You'll own the situations that matter most for our reputation: social media, sensitive client escalations, frontline incident support, and online ratings — all under the guidance of Louis, our Head of Customer Care France. ➡️ What you'll do Own Social Care end-to-end: Lead the team to deliver fast, high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube — reactive when it's urgent, proactive before it escalates; Handle sensitive escalations: Take over direct client escalations from non-standard channels, diagnose fast, coordinate the right stakeholders, and drive resolution; Be the real-time lifeline for fro

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. GitLab features must ship successfully across four distinct deployment platforms—Self-Managed, Dedicated, Dedicated for Government, and GitLab.com. Today, developers routinely discover platform compatibility issues late in development, triggering costly rework, delays, and emergency escalations. The Platform Readiness team is building an internal developer tooling capability that embeds platform readiness intelligence directly into GitLab's software development lifecycle to solve this problem. As an Intermediate Backend Engineer on the newly established Platform Readiness functional team in Developer Experience, you'll contribute

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. GitLab features must ship successfully across four distinct deployment platforms—Self-Managed, Dedicated, Dedicated for Government, and GitLab.com. Today, developers routinely discover platform compatibility issues late in development, triggering costly rework, delays, and emergency escalations. The Platform Readiness team is building an internal developer tooling capability that embeds platform readiness intelligence directly into GitLab's software development lifecycle to solve this problem. As a Senior Backend Engineer on the newly established Platform Readiness team, you'll architect and evolve the systems that enable feature

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are As a Senior Claims Manager of Workers Comp (WC), you will work collaboratively within Justworks’ Workers Compensation Team as well as cross-functionally with teams across Justworks including: Customer Success, Technology, Engineering & Product, Accounting, Business Intelligence, Onboarding, Legal, and Finance. You will carry your own caseload of complex and/or high exposure claims while providing day to day guidance and oversight to a small claims team. Operating within our PEO environment, you will serve as the first point of contact for escalations for the claims team, be a trusted resource for customer facing claim inquiries and a key contributor to process improvement initiatives. We’re helping businesses get off the ground by enabling them to focus on running their business. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. Your Success Profile What You Will Work On Supervise and support a small claims team providing daily direction, workload

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are As a Senior Claims Manager of Workers Compensation (WC), you will work collaboratively within Justworks’ Workers Compensation Team as well as cross-functionally with teams across Justworks including: Customer Success, Technology, Engineering & Product, Accounting, Business Intelligence, Onboarding, Legal, and Finance. You will carry your own caseload of complex and/or high exposure claims while providing day to day guidance and oversight to a small claims team. Operating within our PEO environment, you will serve as the first point of contact for escalations for the claims team, be a trusted resource for customer facing claim inquiries and a key contributor to process improvement initiatives. We’re helping businesses get off the ground by enabling them to focus on running their business. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. Your Success Profile What You Will Work On Supervise and support a small claims team providing daily direction, w

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity Every company shipping AI right now has the same problem: they can't see what their AI is actually doing in production. New Relic is building the answer, AI Observability, and it's one of the company's top strategic initiatives. We're running it like a startup inside the company: small teams, fast iteration, direct executive sponsorship, and a mandate to ship. As the Principal Product Manager and business owner of this initiative, you'll take it from vision through GA, then keep pushing past GA, where most of the real work actually happens, working directly with some of the largest AI deployments in the world. What you'll do Own the AI Observability roadmap and the business outcomes leadership tracks (adoption, retention, expansion), plus the parts of the job that aren't purely product: pricing conversations, exec reporting, and cross-functional escalations. Drive multiple engineering and design teams in parallel toward a coherent product vision, without formal authority over them. Partner directly with strategic enterprise customers, including their platform and infra teams deciding how to operationalize AI safely, and turn what breaks at their scale into product requirements fast enough to matter. Build working prototypes yourself using agentic AI workflows, so ideas get pressure-tested before engineering time is committed to them. Represent AI Observability in executive strategy and prioritization decisions, and make the tradeoff calls when prioritie

Who We Are Nuro believes self-driving vehicles are the most immediate and profound opportunity for AI to drive positive change in the physical world. Safer streets, more time for what matters, and easier access to the world around us, that’s why we’re building a universal autonomy platform: self-driving for all roads and all rides. Founded in 2016, Nuro is a physical AI company developing Level 4 autonomous driving technology for a wide range of vehicles, use cases, and markets. Powered by the Nuro Driver™, our universal autonomy platform enables the global mobility ecosystem to deploy autonomy at scale, from robotaxis and logistics fleets to personal vehicles. With years of real-world deployment experience and a flexible, partner-led business model, Nuro is working toward a future where millions of autonomous vehicles powered by our technology help make everyday life safer, easier, and more connected. Nuro has raised over $2B in capital from Uber, NVIDIA, Google, Softbank, Fidelity, T. Rowe Price, and other leading investors. About the Role We are looking for a HR Business Partner (HRBP) to support Nuro’s rapidly scaling Autonomous Vehicle Operator (AVO) organization, a critical workforce driving our software testing, safety, and milestone delivery. As we hire hundreds of new operators into shift-based, high-accountability roles, this HRBP will focus heavily on employee relations, safety culture, first-line manager enablement, and operational HR support. You’ll partner deeply with Ops leadership to ensure our teams are supported, risks are mitigated, and our frontline employees have the clarity, tools, and environment needed to perform safely and effectively. This is a highly hands-on role that blends strategic thought partnership with day-to-day field HR, including supporting investigations, performance coaching, safety escalations, and workforce planning. The ideal candidate has experience supporting large hourly/non-exempt workforces, thrives in fast-movin

The Team + The Role Pendo’s Technical Support Engineers are the diagnostic and strategic layer between customers and the product. This small, global team sits within Engineering and partners daily with Product, Engineering, and Customer Engineering across the US, EMEA, and APAC. The team does not operate like a help desk; it solves technical problems, strengthens customer outcomes, and turns customer signal into product insight. As a Sr. Technical Support Engineer, you will own customer issues end-to-end across Pendo’s web and mobile products, from triage and debugging to resolution, documentation, and feedback loops. You will handle break/fix issues, how-to questions, configuration guidance, bug reproduction, and complex escalations while using AI tools to accelerate research, drafting, troubleshooting, and knowledge capture. At the senior level, you will also serve as a go-to technical resource for peers and contribute to the cross-functional work that makes the support function stronger. This role is based in our Raleigh office. What this looks like day-to-day Support queue ownership: You triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, including break/fix, how-to, best practice, and configuration questions. You manage urgency based on customer impact and own each case until the customer’s problem is actually solved. Technical guidance: You provide targeted technical assistance on platform usage, configuration, and best practices for customers in your segment. Each engagement is scoped to the issue at hand, with clear resolution, documentation, and a path forward that helps the customer move independently. Customer signal: You translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. You also surface customer health signals and strategic gaps to Account Owners and Customer Success so the right teams can act. Knowledge at scale: You create and maintain intern

The Team + The Role Pendo’s Customer Engineering team is the technical backbone of the company’s pre- and post-sales customer motion. The team supports growth by bringing technical ownership across the full customer lifecycle, from discovery and evaluation through implementation, adoption, retention, and expansion. As a Customer Engineer, you are the primary technical resource for a portfolio of Commercial accounts. You partner with Account Directors to own discovery, demos, onboarding, technical health, risk, and expansion strategy. You serve as a trusted technical advisor who helps customers drive outcomes with Pendo. This role is based in our Raleigh office. What this looks like day-to-day Customer acquisition: Partner with Account Directors to understand customer pain, business goals, and technical requirements. Craft and deliver demos, define success criteria, guide installation, and lead hands-on technical evaluations and workshops. Technical discovery and implementation: Lead discovery conversations across product stacks, integration environments, and customer goals. Own onboarding for purchased modules, troubleshoot integrations, and answer technical questions related to APIs, data models, configuration, and front-end implementation. Adoption and value: Monitor usage signals, identify low adoption or configuration drift, and act before issues become escalations. Facilitate enablement workshops, support account health planning, and help customers measure and articulate the ROI of Pendo. Retention and expansion: Identify technical expansion paths in your portfolio and hand them to Account Directors with clear deployment plans and business rationale. Support growth opportunities by bringing a strong technical point of view on customer needs, readiness, and value. Risk ownership: Own the technical dimension of account risk, including champion turnover, integration issues, stalled rollouts, and technical blockers. Document risks in Salesforce, build mitigation pl

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: The Crypto AML & Sanctions Advisor will provide specialized financial crime compliance advisory support for SoFi’s digital asset and cryptocurrency products and services, reporting to the Crypto Compliance Officer. Your role will be to support the business in identifying and mitigating risks related to money laundering, terrorist financing, sanctions, and other illicit finance activity associated with digital assets, while helping ensure SoFi meets applicable regulatory requirements, expectations, and guidance. The role will support the development and maintenance of sound, risk-based AML and sanctions programs and controls across SoFi’s crypto ecosystem. What you’ll do: Act as a key Crypto AML & Sanctions advisor, providing subject matter expertise to the Crypto Compliance Officer, Compliance, Product, Engineering, Investigations, and business leaders on financial crime risks and controls. Provide AML and sanctions advisory across the crypto product lifecycle, including trading, custody, deposits and withdrawals, wallets, stablecoins, staking, and emerging digital asset products. Identify and assess blockchain-specific financial crime risks and advise on appropriate controls, including KYT, transaction and wallet screening, sanctions exposure, Travel Rule requirements, and escalatio