Job Closed

This listing is no longer active.

Gainsight logo
Gainsight

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do.

Director, Technical Escalations

DirectorDirectorOtherRemoteLeadTeam 1,001-5,000Since 2013H1B SponsorCompany SiteLinkedIn

Location

New York + 4 moreAll locations: New York | Rhode Island | South Carolina | Tennessee | Texas

Posted

124 days ago

Salary

$135K - $150K / year

Seniority

Lead

10 yrs expEnglishSQL

Job Description

Director, Technical Escalations

Gainsight

• Own and lead the company’s most critical technical escalations, particularly those involving executive customers, multi-product complexity, or material revenue risk • Act as the single-threaded escalation owner, accountable from intake through stabilization and formal exit • Translate technical failures into clear business impact, ensuring resolution paths align to customer outcomes and retention goals • Diagnose root cause through close partnership with Support, Engineering, Product, and Solutions leaders • Direct cross-functional escalation teams, clearly defining ownership, expectations, timelines, and success criteria • Lead executive-level internal and external escalation meetings with structured communication and clear decision points • Maintain escalation prioritization, action plans, and executive summaries for leadership visibility • Drive post-escalation reviews to surface systemic issues and reduce repeat failures • Partner with the RDR Program Lead to evolve escalation criteria, operating cadence, and scale readiness

Job Requirements

  • 10+ years of relevant experience leading complex, high-impact technical escalations in a SaaS environment
  • Strong technical foundation in Salesforce (SFDC) or Microsoft Dynamics
  • Experience in Support, Solutions Engineering, or technical customer-facing leadership roles
  • Solid understanding of modern SaaS architectures and current technology trends
  • Ability to operate independently with minimal oversight and high executive exposure
  • Working knowledge of SQL, REST APIs, and experience communicating with executive leadership strongly preferred

Benefits

  • fully covered medical premiums (employee-only)
  • flexible PTO
  • 401(k) plan
  • dental and vision coverage
  • remote work options
  • $10,000 lifetime fertility stipend
  • access to coworking spaces around the globe
  • dedicated Recharge Holidays - one long weekend each quarter to relax and reset

Related Categories

Related Job Pages

More Director Jobs

argenx logo

Director, Commercial Development

argenx

United in our commitment to improve the lives of patients

Director124 days ago
OtherRemoteTeam 1,001-5,000Since 2008H1B Sponsor

• Support the development and refinement of the global commercial strategy for empasiprubart across current and future pipeline indications, in alignment with argenx Vision 2030 • Lead commercial insights generation, including opportunity assessments, competitive analysis, patient journey mapping, and indication prioritization • Contribute to Target Product Profile (TPP) development and payer testing efforts, aligned with activities referenced in empasiprubart workstreams (e.g., TPP payer testing) to inform pricing and global access strategy • Serve as a key commercial partner within the empasiprubart Indication Development Teams (IDTs), ensuring integration of commercial perspectives into clinical, regulatory, HEOR, and medical plans • Partner with the Global Launch Leads to create a seamless transition from strategic planning into launch execution • Collaborate with Market Access, HEOR, and Pricing to ensure evidence‑generation plans meet payer expectations globally • Shape pre‑launch activities including disease education, early access strategy planning, stakeholder mapping, and channel strategy • Support brand strategy foundations including positioning, segmentation, messaging frameworks, and early creative territory exploration • Contribute to global forecast models and scenario planning, in partnership with Commercial Insights and FP&A • Engage with key external stakeholders (KOLs, patient advocacy, payers, partners) to gather deep insights that influence strategic decision‑making • Represent Commercial in business development evaluations of opportunities relevant to empasiprubart’s lifecycle • Help build and scale the commercial development function within the empasiprubart franchise • Role‑model argenx values and reinforce cross‑functional collaboration, contributing to a high‑performance, patient‑focused culture • Support onboarding and capability building of new team members, consistent with organizational goals

United States
Job Closed
Regeneron Pharmaceuticals logo

Senior Director, Commercial Planning & Strategy – Global Rare Disease & Cardio-metabolic

Regeneron Pharmaceuticals

Regeneron Pharmaceuticals is a biotechnology company based in Tarrytown, New York, that works to develop medicines for serious medical conditions. Specializing

Director124 days ago

• lead cross-functional and cross-regional integration efforts to ensure alignment and operational efficiency across the Rare Disease & Cardiometabolic CBU • develop and oversee long-term strategies aligned with product lifecycle stages • manage distributor relationships, ensuring adherence to service levels and effective delivery to international markets • monitor and analyze key industry trends, category data, and brand performance metrics to inform strategic decisions • drive lifecycle management initiatives and influence the strategic direction for commercialized products and pipeline assets

New York
$216.1K - $360.2K / year
Job Closed
Sedgwick logo

Director – Workers Compensation, CA Experience Preferred

Sedgwick

Sedgwick Germany GmbH, basée à Düsseldorf, fait partie du groupe Sedgwick, un acteur de référence au niveau international dans les domaines de la gestion de sinistres, de l’expertise et de l’analyse des risques. En Allemagne, nous allions la solidité d’un grand groupe à l’agilité d’une structure à taille humaine. Nos clients, principalement issus du secteur de l’assurance, s’appuient sur notre savoir-faire reconnu en gestion de sinistres, fidèle à notre engagement : « we care ».

Director124 days ago
OtherRemoteTeam 10,001+H1B Sponsor

• Responsible for overall operations management for all assigned locations/offices. • Establishes policy and procedures to assure compliance to best practices, claims management services standards, state regulations, and client service requirements. • Establishes business plan with goals and objectives for the partnership and locations/offices. • Monitors management reports relating to the partner/office performance. • Assists with the coordination of sales and client service efforts. • Performs other duties as assigned. • Supports the organization's quality program(s).

California + 3 moreAll locations: California | Florida | Minnesota | Texas
$118.5K - $145K / year
Job Closed
OtherRemoteTeam 10,001+Since 2010H1B No Sponsor

• Lead the creation and implementation of global pricing and market access strategies for ST pipeline products • Collaborate cross-functionally to integrate access requirements into the development process • Lead the collection and aggregation of feedback from all regions • Develop early value propositions that resonate with global payers • Collaborate with R&D, Commercial, Medical Affairs, and Regulatory Affairs • Drive pre-launch planning for pipeline products • Continuously monitor the solid tumor landscape and analyze payer insights • Engage with focus markets and regional access teams

United States
$183.7K - $243.7K / year