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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
Location
New York + 4 moreAll locations: New York | Rhode Island | South Carolina | Tennessee | Texas
Posted
124 days ago
Salary
$135K - $150K / year
Seniority
Lead
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
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