Senior Escalation Manager

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20 years in business. 2.7k employees. 150 countries. 11k customers. 300 patents. If our mission excites you, you're in the right place; we want you to bring your own energy to help us create a safer world. All we're missing is you!

TheGlobal Escalation Management (GEM) teamplays a critical role in managingholistic account risk, ensuring our customers receive theright resources at the right timeto drive success.

As anAccount Escalation Manager, you will be responsible for bothreactive and proactive escalations-helping to mitigate risk before it leads to churn, while also stepping in when critical escalations arise. Your role will involve working cross-functionally withCustomer Success, Sales, Renewals, Product, Engineering, and Executive Leadershipto drive resolution, assign prioritization, and ensure accountability.

Your focus is not just on solving problems-it's onremoving obstacles to long-term success. Our goal? Tomake renewals a non-issueby addressing risks early and ensuring customers see value throughout their journey.

This role ishiring in the U.S., with apreference for candidates in the greater Austin, TX area, operating in ahybrid (in-office/remote) work model.

Key Responsibilities

Holistic Account Risk & Strategic Escalation Management

• Using data-driven models, proactively identify early risk signalsacross enterprise accounts-includingadoption gaps, executive misalignment, and product-related challenges-before they escalate into churn threats.
• Manage both proactive and reactive escalations, ensuring swift resolution of high-risk accounts flagged byCSMs, Sales, and executive leadershipfor potentialchurn, contraction, or non-renewal.
• Serve as thesingle point of contactfor high-impact escalations, leading cross-functional teams toassess, prioritize, and drive resolution quickly and strategically.
• Work closely withSales, Customer Success, and Renewalsto ensure that escalation handling aligns with broaderaccount strategy and retention goals.
• Providestructured insights and feedback loopsto improve customer engagement andproactively mitigate future risks.

Product & Engineering Escalation Ownership

• Own and manageproduct-related escalations, includingcritical bugs, roadmap concerns, and systemic platform issues impacting customer success.
• Working with Product and Engineering teams, assign prioritization and drive accountability, ensuring customer-impacting issues are addressed with the right level of urgency.
• Bridge the gapbetween customers and internal teams by aligning expectations, communicating realistic timelines, and tracking resolution progress.
• Advocate forcustomer needsin roadmap discussions and providedata-driven escalation insightsto influence product and development priorities.

Cross-Functional Collaboration & Customer Advocacy

• Act as theconnector between customers and internal teams, ensuring that theright resources, priorities, and resolution timelinesare in place.
• Partner withCustomer Success Managers (CSMs)toimprove early risk detectionand integrate escalation insights intocustomer risk frameworks.
• Ensure thatCSMs, Sales, and executives can escalate high-risk accounts, providing them with a clear path for engagement and resolution.
• Engage withexecutive leadership(internally and externally) to align on critical escalations and resolution plans.
• Work withRenewals & Sales teamsto ensure escalations do not negatively impactexpansion opportunities and long-term customer value.

Governance & Reporting

• Provideregular reporting on escalation trends, root causes, and business impact toCustomer Success leadership and executive stakeholders.
• Use escalation insights toenhance product roadmaps, refine onboarding strategies, and optimize risk management processes.
• Leverage experience and insights to identify areas of product and/or process improvement.

What You Bring

• 5-10 yearsof experience inEnterprise Account Management, Customer Success, Strategic Escalation Management, or Risk Mitigationwithin ahybrid cloud/on-premisecybersecurity or enterprise software company.
• Strong track record of managinghigh-stakes, multi-stakeholder customer escalationswith abusiness-first approach.
• Experience working directly withC-level executivesto drivealignment and resolutionon strategic customer issues.
• Ability toassign prioritization and drive accountabilityacrossProduct and Engineering teamsforcritical customer-impacting escalations.
• Deep understanding ofcustomer risk frameworks, escalation management tools, andcustomer health metrics(e.g., Gainsight, ChurnZero, Salesforce Health Scorecards).
• Excellent problem-solving, negotiation, and communication skills.
• Experience with analytics and reporting tools (e.g., Tableau, PowerBI)
• Experience in cybersecurity, hybrid cloud/on-premise software, or enterprise infrastructure environmentsis a strong plus.
• U.S.-based, with a preference for candidates in thegreater Austin, TX area(hybrid in-office/remote).

Why Join the GEM Team?

• Be part of theGlobal Escalation Management (GEM) team, ensuring that enterprise customers get theright resources at the right timeto drive success.
• Own both proactive and reactive escalations, helping customers navigate risks while preventing future challenges.
• Work at the intersection ofCustomer Success, Sales, Renewals, and Product, driving solutions thatmake renewals a non-issue.
• InfluenceProduct and Engineering decisionsby ensuring that customer-impacting issues areprioritized and resolved efficiently.
• Work in ahigh-visibility, cross-functional rolewith direct engagement fromexecutive leadership.
• Competitive salary, equity options, and world-class benefits.

How to Apply

If you're passionate aboutsolving complex customer challenges, managingstrategic escalations, and ensuringcustomers receive the right resources at the right time, we'd love to hear from you!

Forcepoint is committed to fair and equitable compensation practices. The salary range for this role is 105,800.00 - 126,900.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance.The range listed is just one component of Forcepoint's total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits.

Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.

Forcepoint is a Federal Contractor. Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.