Job Overview
Location
U.S. Remote
Job Type
Full-time
Category
Customer Success
Date Posted
May 19, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary owner of politically sensitive customer escalations that have escalated beyond technical resolution into business, reputational, or contractual risk, regardless of originating team (Support, Professional Services, Customer Success, Renewals, or Sales)
- • Validate and prioritize incoming escalation requests to determine if they meet the established threshold for Escalations Director involvement, ensuring appropriate allocation of executive-level attention
- • Maintain a real-time, centralized view of all active escalations, including status, owners, risk levels, and resolution timelines to ensure accountability and transparency
- • Lead external customer calls with authority, empathy, and professionalism, establishing trust with senior customer stakeholders from end-users to C-suite executives
- • Develop and agree upon clear, actionable plans of action with customers, defining ownership, milestones, timelines, and success criteria that are mutually understood and documented
- • Ensure all customer-facing communications are timely, accurate, calibrated to the audience, and aligned with company messaging, whether delivered via email, phone, or formal briefings
- • Convene and chair internal escalation resolution calls, bringing together the necessary cross-functional resources—including technical, operational, product, engineering, sales, and executive leadership—as required by the situation
- • Recommend and prioritize remediation actions based on technical feasibility, customer impact, and business risk, while operating strictly within established company processes and procedures
- • Influence and align cross-functional teams around a unified plan of action without direct authority, leveraging credibility, communication, and organizational insight to drive consensus
- • Own the communication cadence throughout the lifecycle of each escalation, providing regular, concise status updates to senior leadership on risks, progress, and emerging issues
- • Produce detailed post-escalation reviews documenting root cause, resolution timeline, lessons learned, and recommended process or policy improvements to prevent recurrence
- • Identify recurring patterns across escalations and partner with team leaders to address systemic issues upstream, reducing future escalation volume and improving customer outcomes
- • Define, maintain, and continuously evolve the escalation management framework, including playbooks, escalation criteria, response protocols, and documentation standards
- • Act as a cultural ambassador for customer-centricity, accountability, and cross-functional collaboration across the organization
- • As the role matures, potentially assume people management responsibilities for a global, small-scale escalations team
- • Operate with high autonomy and executive trust, serving as the single point of accountability for resolving complex, high-stakes customer situations that threaten renewals, expansions, or corporate reputation
- • Engage credibly with both technical teams and security-conscious customers by leveraging familiarity with Privileged Access Management (PAM), Identity Security, or related cybersecurity domains
- • Communicate effectively across all levels—from single-sentence email updates to formal executive briefings—often under time pressure and with incomplete information
- • Collaborate seamlessly across Support, Professional Services, Customer Success, Product Management, Product Engineering, Renewals, and Sales functions to ensure unified resolution
🎯 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 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 with customers, peers, or company leadership
- • Exceptional written and verbal communication skills, with the ability to produce appropriate messaging for any audience—from end-user to C-suite—under time pressure and with incomplete information
🏖️ Benefits
- • Competitive salaries and a meaningful bonus program
- • Healthcare insurance
- • Pension/retirement matching
- • Comprehensive life insurance
- • Employee assistance program
- • Time off plans and paid company holidays
Skills & Technologies
Remote
About Delinea Inc.
Delinea Inc. provides privileged access management software that secures identities, credentials, and secrets for enterprises. Its cloud-native platform unifies password vaulting, remote access, least-privilege elevation, secrets management for DevOps, and continuous monitoring. Designed to replace legacy PAM tools, the solutions enforce zero-trust principles, automate compliance reporting, and integrate with existing identity and security stacks. Customers span financial services, healthcare, government, and technology sectors seeking to reduce attack surfaces across hybrid and multi-cloud environments.
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