CSM
3+ Years
Work type: Contract (6 Months)
Location: Pune (Work from office)
Shift: US Shift
We are seeking experienced Escalation Managers (Customer Success / CSM profiles) responsible for managing high-impact customer escalations in a SaaS environment.
Mandatory Skills & Experience
- 5+ years of experience in Customer Success, Account Management, Escalation Management, or similar B2B roles
- Experience working within a SaaS / Cloud-based product environment
- Strong stakeholder management skills across technical and business audiences
- Excellent verbal and written communication skills with ability to engage senior leadership
- Proven ability to manage high-pressure situations and critical customer issues
- Hands-on experience with CRM and customer success tools such as Salesforce, Gainsight or similar platforms
- Strong problem-solving, analytical, and decision-making capabilities
- Ability to manage multiple priorities simultaneously and operate in a structured manner
- Experience in driving governance cadence and structured issue resolution frameworks
Preferred Skills
- Ability to work in US (EST) business hours
- Prior experience in HR, Payroll, or HCM domain
- Exposure to AI tools, automation, and digital technologies
- Experience working in global delivery or offshore models
- Strong presentation skills for executive-level reporting
- Experience handling enterprise customers and large accounts
- Certifications in Customer Success, ITIL, Agile or Program Management (preferred but not mandatory)
Key Responsibilities
- Own and manage end-to-end lifecycle of customer escalations from identification to closure
- Act as the single point of contact for customers and internal stakeholders on escalated issues
- Coordinate cross-functional teams including Technical Support, Engineering, Product Management, and Operations
- Drive structured governance including incident bridge calls, executive reviews, and status reporting
- Define and communicate clear timelines, next steps, risks, and mitigation plans to all stakeholders
- Translate complex technical issues into business-friendly communication for customers and leadership
- Ensure timely and proactive communication to prevent further escalation
- Identify root causes and ensure proper documentation and closure of issues
- Recommend and drive process improvements to reduce future escalations
- Manage multiple concurrent escalations in a fast-paced, high-pressure environment
- Prepare executive summaries, status reports, and post-incident reports
- Influence stakeholders without direct authority to ensure alignment and timely resolution