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)
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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 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 years of experience in Enterprise Account Management, Customer Success, Strategic Escalation Management, or Risk Mitigation within a hybrid cloud/on-premise cybersecurity or enterprise software company.
- Strong track record of managing high-stakes, multi-stakeholder customer escalations with a business-first approach.
- Experience working directly with C-level executives to drive alignment and resolution on strategic customer issues.
- Ability to assign prioritization and drive accountability across Product and Engineering teams for critical customer-impacting escalations.
- Deep understanding of customer risk frameworks, escalation management tools, and customer 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 environments is a strong plus.
- U.S.-based, with a preference for candidates in the greater Austin, TX area (hybrid in-office/remote).
Why Join the GEM Team?
- Be part of the Global Escalation Management (GEM) team, ensuring that enterprise customers get the right resources at the right time to drive success.
- Own both proactive and reactive escalations, helping customers navigate risks while preventing future challenges.
- Work at the intersection of Customer Success, Sales, Renewals, and Product, driving solutions that make renewals a non-issue.
- Influence Product and Engineering decisions by ensuring that customer-impacting issues are prioritized and resolved efficiently.
- Work in a high-visibility, cross-functional role with direct engagement from executive leadership.
- Competitive salary, equity options, and world-class benefits.
How to Apply
If you're passionate about solving complex customer challenges, managing strategic escalations, and ensuring customers 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.