Senior Escalation Manager, Global Support

Rapid7 • Tampa, FL

124d

About The Position

We’re looking for a Senior Escalation Manager to lead Rapid7’s most complex, high-stakes customer escalations. In this role, you’ll ensure fast resolution, executive-ready communication, and long-term improvements that strengthen customer trust, retention, and expansion. This is a high-impact, highly visible position where you’ll partner across functions, influence product and service investments, and deliver measurable customer and business outcomes.

Requirements

• Strong business acumen: connect technical issues to business impact and tailor responses accordingly
• Proven ability to manage executive-level communications during high-severity incidents or outages
• Mastery in de-escalation: using empathy, clarity, and credible plans under pressure
• Experience turning escalations into opportunities for retention or expansion
• Active listening and observation skills: able to read the room and adapt quickly
• 5+ years in Customer Support, Customer Success, Services, or Operations roles in enterprise B2B software or cybersecurity, with focus on escalations or incident management
• Strong cross-functional leadership and influence skills, working across Support, CS, Sales, Deployment, PS, Managed Teams, and Engineering
• Excellent written and verbal communication, able to distill complex information into succinct, outcome-oriented updates
• Comfort with data and tooling (Salesforce, Jira, Confluence) to drive visibility and accountability
• Project/program management experience (ITIL/PMI/Agile familiarity a plus)
• Operates with urgency, ownership, and precision; exceptional time management and follow-through

Responsibilities

• Own high-severity escalations: triage, create action plans, align stakeholders, manage status communications, and close with customer commitments met or exceeded
• Lead Multi-Customer Events (MCEs): act as incident commander during outages or critical defects, coordinate cross-functional response, manage the narrative, and drive accountable post-mortems
• Control the narrative: craft clear, business-context-aware updates for executives and customer sponsors; set tone, cadence, and clarity of communications
• Translate escalations into opportunities: identify expansion and retention plays, adoption motions, and services engagements
• Surface early warning signals: track patterns across tickets, telemetry, and sentiment; intervene proactively before issues escalate
• Identify and close process/tool gaps: improve workflows across Support, Engineering, and Services with measurable impact on resolution times
• Coordinate across systems (Salesforce, Jira, Confluence) to ensure visibility, ownership, and accurate case data
• Measure and report: build concise dashboards and briefs on escalation health, customer impact, and learnings to inform leadership and product roadmaps

What This Job Offers

• Job Type: Full-time
• Career Level: Senior