Lead complex customer escalations from assessment through resolution, restoring trust with enterprise clients.
Coordinate cross-functional investigations across R&D, Engineering, Product, and Support teams.
Translate technical findings into clear communication for operational and executive stakeholders.
Our partner is a company in enterprise cybersecurity, focused on restoring customer trust through high-impact technical support. They are a fast-moving organization that values empathy and strong cross-functional collaboration, seeking a Critical Situation Manager to lead complex escalations.
Manage a portfolio of strategic enterprise customers as the primary Customer Success contact, driving adoption and value realization.
Build relationships with executive stakeholders, lead success planning, and identify expansion opportunities aligned with customer goals.
Partner with cross-functional teams to execute customer success initiatives and maintain accurate account health data in CRM platforms.
Varicent provides cutting-edge SaaS solutions for Sales Performance Management, empowering revenue leaders globally to design smarter go-to-market strategies and maximize seller performance. Varicent is a market leader trusted by global industry leaders like T-Mobile and ServiceNow, fostering a diverse, collaborative, and innovative team.
Coordinate CX service delivery and daily operations to ensure alignment with SLA requirements.
Monitor service requests, tickets, and operational metrics to ensure timely response and issue resolution.
Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.
Miratech is a global IT services and consulting company that helps visionaries change the world by supporting digital transformation for some of the world's largest enterprises. With nearly 1000 full-time professionals and a culture of Relentless Performance, the company has maintained a 99% project success rate since 1989 and operates across 5 continents in over 25 countries.
Lead post-sales service delivery and account governance for strategic enterprise customers.
Act as the primary customer advocate and manage escalations across engineering, product, and support teams.
Drive proactive risk management, customer adoption, and retention strategies for long-term success.
They provide enterprise technology solutions focused on data infrastructure, cloud ecosystems, and platform operations. The company operates with a fully distributed team, emphasizing innovation, collaboration, and meaningful impact.
Lead and mentor team members on performance, soft skills, and case management best practices.
Manage onboarding, training, and process improvements to enhance team engagement and efficiency.
Handle sensitive escalations, conduct post-mortem reviews, and drive technical projects to resolution.
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture, Twilio emphasizes connection, global inclusion, and diversity, making a global impact every day.
Resolve escalated customer cases through advanced troubleshooting and cross-functional coordination.
Serve as the primary escalation point and mentor for Tier 1 support agents.
Identify systemic issues and collaborate with teams to improve customer experience and workflows.
Scout Motors is reviving the iconic Scout vehicle by developing electric and hybrid SUVs and trucks. The company fosters an inclusive, entrepreneurial culture and is building a new team from the ground up.
Act as an advocate for customers, overseeing a portfolio to help achieve business outcomes and drive product adoption.
Build trusted advisor relationships with executive sponsors and translate business needs into solutions.
Evolve customer onboarding strategy and communicate product changes to stakeholders.
ServiceNow provides an AI platform for business reinvention, helping 85% of the Fortune 500 work smarter and faster. It fosters an AI-native culture with a global team and a focus on technology and talent collaboration.
Own customer-facing response for high-stakes technical situations and restore confidence in the platform.
Lead cross-functional investigations with R&D and translate technical findings into clear executive communication.
Build and drive critical situation management processes and playbooks for common scenarios.
Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. Trusted by 4,500+ enterprises, they use behavioral AI to stop evolving threats and value diversity and inclusion.
Deliver outstanding technical assistance to customers via phone, email, and chat while taking ownership of timely solutions
Build knowledge of evolving software and private markets industry to be a go-to expert and guide customers to success
Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for customers
Juniper Square is an operations partner for private markets, unifying technology, data, and fund administration into a single platform. With over 1,000 employees and $350M+ in funding, the company fosters a culture of ambition, collaboration, and high standards.
Provide prompt technical assistance to customers via ticketing, web meetings, or phone.
Troubleshoot and resolve customer issues end-to-end, building deep product expertise on a SaaS platform.
Document interactions and partner with Engineering to escalate complex technical issues.
Flashpoint is a pioneering leader in threat data and intelligence, empowering enterprises and government agencies to confront security challenges. It fosters a culture of diversity, inclusion, and belonging, with a globally distributed team.
Own and manage customer tickets from intake to resolution or escalation.
Troubleshoot customer-reported issues directly, resolving what you can without waiting.
Communicate proactively, flagging blockers and risks before they become problems.
GridUnity is the industry leader in interconnection life cycle management, delivering cutting-edge software solutions that eliminate bottlenecks in the interconnection process. We are a lean, fast-moving team that values bold thinking, reliability, and continuous learning.
Lead product adoption and technical initiatives for enterprise customers, driving measurable business outcomes.
Build and maintain trusted relationships with senior stakeholders, managing executive reviews and risk mitigation.
Analyze product usage and customer data to identify optimization opportunities supporting renewals and expansion.
Talkdesk pioneers Customer Experience Automation (CXA) using AI to redefine how brands interact with customers. Their global team of innovators is customer-obsessed, fostering an inclusive culture, and recognized as a leader in CCaaS with Forbes Cloud 100 honors.
Serve as technical liaison between Bolster and a major technology partner, escalating customer issues beyond partner's free support.
Support named enterprise accounts directly, driving product adoption and expanding platform usage alongside Customer Success Managers.
Track support themes and feed insights to product, sales, and customer success teams for continuous improvement.
Bolster is an AI-driven SaaS platform that detects and takes down phishing and scam sites in real time, protecting top brands and consumers. The company values collaboration, curiosity, and ownership, with a culture of building scalable solutions and experimentation.
Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio.
Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
Continuously identify opportunities to improve the customer support process, including streamlining workflows and implementing customer-focused initiatives.
Fleetio is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. They raised $450M in Series D funding and are a proud founding member of the Rails Foundation, with a culture that values remote work and collaboration.
Act as the primary escalation point for customer support issues and handle complex inquiries via phone, email, and chat.
Lead, schedule, and support a team of part-time customer support representatives, including hiring, onboarding, and training.
Diagnose and resolve product-related issues during live events and collaborate with internal teams to improve processes.
LoveStream is a high-growth events technology company powering thousands of live and virtual experiences across the U.S. The company started in weddings and hospitality and has expanded into corporate events, brand activations, and enterprise experiences for some of the world's biggest companies.
Resolve the organization's most complex support issues as the final internal escalation point for Customer, Driver, and Acquisition Support.
Handle VIP, high-profile, and executive escalations with urgency and discretion, ensuring clear and appropriate resolutions.
Provide resolution guidance to outsourced teams and identify recurring escalations to recommend process improvements.
Gopuff is a convenience delivery platform that brings everyday essentials to customers in minutes. The company is assembling a motivated team to support its growth, with an inclusive workplace culture.
Independently manage strategic customer relationships to ensure long-term value realization across mid-market and enterprise accounts.
Lead success planning, drive adoption, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support.
Monitor account health using data-driven insights, proactively identify risks, and lead coordinated mitigation efforts.
Abnormal Security protects the humans behind the world's most critical organizations from AI-powered cybercrime. Over 4,500 enterprises trust their behavioral AI platform, and the company is dedicated to an inclusive, diverse culture.
Drive strategic success planning and engagement across enterprise, highly regulated, and public sector accounts, from onboarding through renewal.
Partner with Customer Success Engineers to orchestrate a first-class onboarding experience and ensure customer use cases are delivered on time.
Proactively identify risks, develop mitigation plans, and collaborate with Sales to deliver Executive Business Reviews and QBRs.
Tines powers some of the world's most important workflows with an intelligent workflow platform that applies AI, automation, and integration. Founded in 2018, the company is growing rapidly and serves diverse customers from startups to public companies, fostering a culture of simplicity, speed, and soundness.
Act as the first point of contact for incoming technical support incidents, requests, and changes
Own and manage your ticket queue, ensuring timely and high-quality resolution
Keep customers informed with clear, consistent updates throughout the lifecycle of each incident
Zone is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. It enables more than 4,500 customers worldwide and operates as a high-velocity, fully remote, global team emphasizing autonomy.