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!

The Global Escalation Management (GEM) team plays a critical role in managing holistic account risk, ensuring our customers receive the right resources at the right time to drive success.

Senior Account Escalation Manager – Global Escalation Management (GEM) 

Location: U.S. (Preference for Greater Austin Area, Hybrid) 

Department: Customer Success – Global Escalation Management (GEM) 

Reports to: Director of Global Escalation Management 

As an Account Escalation Manager, you will be responsible for both reactive 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 with Customer Success, Sales, Renewals, Product, Engineering, and Executive Leadership to drive resolution, assign prioritization, and ensure accountability.

Your focus is not just on solving problems—it’s on removing obstacles to long-term success. Our goal? To make renewals a non-issue by addressing risks early and ensuring customers see value throughout their journey.

This role is hiring in the U.S., with a preference for candidates in the greater Austin, TX area, operating in a hybrid (in-office/remote) work model.

Key Responsibilities

Holistic Account Risk & Strategic Escalation Management

• Using data-driven models, proactively identify early risk signals across enterprise accounts—including adoption 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 by CSMs, Sales, and executive leadership for potential churn, contraction, or non-renewal.
• Serve as the single point of contact for high-impact escalations, leading cross-functional teams to assess, prioritize, and drive resolution quickly and strategically.
• Work closely with Sales, Customer Success, and Renewals to ensure that escalation handling aligns with broader account strategy and retention goals.
• Provide structured insights and feedback loops to improve customer engagement and proactively mitigate future risks.

Product & Engineering Escalation Ownership

• Own and manage product-related escalations, including critical 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 gap between customers and internal teams by aligning expectations, communicating realistic timelines, and tracking resolution progress.
• Advocate for customer needs in roadmap discussions and provide data-driven escalation insights to influence product and development priorities.

Cross-Functional Collaboration & Customer Advocacy

• Act as the connector between customers and internal teams, ensuring that the right resources, priorities, and resolution timelines are in place.
• Partner with Customer Success Managers (CSMs) to improve early risk detection and integrate escalation insights into customer risk frameworks.
• Ensure that CSMs, Sales, and executives can escalate high-risk accounts, providing them with a clear path for engagement and resolution.
• Engage with executive leadership (internally and externally) to align on critical escalations and resolution plans.
• Work with Renewals & Sales teams to ensure escalations do not negatively impact expansion opportunities and long-term customer value.

Governance & Reporting

• Provide regular reporting on escalation trends, root causes, and business impact to Customer Success leadership and executive stakeholders.
• Use escalation insights to enhance product