Director of Customer Risk & Escalations

Role overview Lead responses to serious customer risks and escalations for enterprise software, from initial prioritization through verified recovery. This senior individual contributor sets the escalation process, coordinates decisions across customer-facing and technical teams, and personally handles the most complex cases while keeping account owners involved.

Responsibilities - Maintain a shared view of customer risks, assess severity, assign accountable owners and next steps, and choose which cases to lead directly. - Build recovery plans with agreed actions, owners, and dates; communicate clearly with customer executives as work progresses. - Partner with support and technical teams to understand failures, dependencies, and potential remedies, then explain findings to customers. - Set deadlines for decisions and escalate tradeoffs or resource conflicts to relevant leaders with a clear recommendation. - Define evidence-based exit criteria, confirm recovery is complete, and transition the customer back to the regular account team. - Use patterns in escalations to help improve products, delivery processes, and customer experience.

Requirements - Experience personally leading complex enterprise software escalations, customer recoveries, or technical account engagements. - Hands-on technical experience in areas such as support or solutions engineering, architecture, technical account management, or implementation engineering. - Ability to investigate complex issues with engineers, test assumptions, and distinguish symptoms from root causes. - Clear, credible communication with customer executives during difficult situations, supported by reliable follow-through. - Experience building a customer risk or escalation program with prioritization, ownership, and resolution criteria. - Sound judgment under pressure, ability to influence teams without direct authority, and experience using data, AI, or automation to spot risks while checking data quality.

Nice to have - Background in legal technology, enterprise integrations, or complex software implementations. - Experience leading responses to high-severity customer incidents or using escalation evidence to resolve recurring product or delivery issues.

Benefits and work setup - Salary and equity, retirement plan with employer match, health and insurance coverage, and disability benefits. - Flexible time off and holidays, remote-work and workspace stipends, and an autonomous work environment. - Commuter support and office perks for employees working in an office; periodic team gatherings.