Director of Customer Risk & Escalations

Lead Eve's response when a customer runs into a serious product, integration, delivery or adoption problem. Reporting to the VP of Customer Success, you will build and run the customer escalation program, personally lead complex recoveries and work directly with customer executives and with Customer Success, Support, Product and Engineering.

This is a senior individual contributor role with no direct reports. You decide how serious each escalation is, who owns the recovery and which cases you lead yourself. Support, Product, Engineering and Delivery keep ownership of diagnosis, fixes, release timing and project work. You make sure the customer's problem is understood, prioritized and decided, and that the outcome works for the customer.

What You’ll Do

• Build and run one view of every flagged customer risk and escalation. Set severity based on customer impact and urgency, name an accountable owner and next step for each case, and decide which cases need your direct leadership.
• Personally lead complex recovery plans and executive customer conversations. Agree actions, owners and dates with the teams doing the work, and keep customers informed as the situation changes, without promising fixes or dates those teams have not agreed.
• Bring technical judgment to customer issues. Work with Support, Product and Engineering to understand failures, dependencies and possible remedies, then translate the findings into clear customer communication.
• Get decisions made across teams. Set decision deadlines, and when priority or resource conflicts block progress, take the tradeoff and your recommendation to the VP of Customer Success and the relevant functional leaders.
• Close recoveries on evidence. Agree exit criteria, confirm the recovery work is complete and return the customer to their usual account team. Keep the Customer Success Manager involved throughout.
• Identify recurring causes of escalations and work with the responsible teams to improve the product, delivery process and customer experience.

What We’re Looking For

• Experience personally leading complex enterprise software escalations, customer recovery or technical account engagements.
• A hands-on technical background, such as support engineering, solutions engineering or architecture, technical account management or implementation engineering. You can work through complex issues with engineers, test assumptions and separate symptoms from underlying causes.
• A record of communicating clearly with customer executives during difficult situations and earning trust through follow-through.
• Experience building an escalation or customer risk program, including prioritization, accountable owners and clear criteria for resolution.
• Sound judgment under pressure and the ability to secure decisions across teams without direct management authority.
• Experience using data, AI or automation to identify emerging problems and improve follow-through, while checking the quality of the underlying information.

Nice to Have

• Experience with legal technology, enterprise integrations or complex software implementations.
• Incident management experience, including leading the response to high-severity customer issues.
• Experience improving a recurring product or delivery problem using evidence from customer escalations.