As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our most critical, complex upmarket customer crises to resolution
We are scaling rapidly and need a driven, dedicated leader to own the lifecycle of high-stakes enterprise account escalations from the moment a risk state is triggered to its final resolution
This is a highly visible, cross-functional role sitting directly at the intersection of our Go-To-Market (GTM) teams and our technical organizations (R&D;, Product, and Support)
Rather than acting as a passive intermediary, you will build a deep understanding of the Gong platform, translate complex roadblocks into actionable technical requirements, deploy the right resources, and masterfully manage both internal and external stakeholders
Crucially, you will analyze incident trends to build proactive triaging frameworks, optimize cross-team collaboration, and help us engineer a more resilient customer experience
Orchestrate the Escalation Lifecycle:



Serve as the single point of contact and ultimate owner for high-stakes enterprise account crises. Drive cross-functional alignment, define the internal point of view, & engineer resolution strategies alongside account teams
Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require relationship management and crisp communication) & technical organizations (Support, R&D;, & Product teams who require concrete, reproducible data)
Decisively Mobilize Resources: Step into highly ambiguous, complex situations, accurately assess technical and business impacts, and deploy engineering or support resources independently without relying on executive intervention
Manage Senior Stakeholders: Guide internal account teams through tense customer scenarios and confidently present technical root causes, remediation plans, and ongoing guidance to both internal executives and customer-side leadership
Drive Systemic Prevention: Partner with R&D; and Support leader

📌 Escalation Manager (Salt)
🏢 Gong
📍 Salt