Senior Escalation Manager, Global Support

Senior Escalation Manager, Global Support
Job Summary
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.
About the Team
The Global Support team is the frontline of Rapid7's customer experience, resolving critical issues and safeguarding business outcomes. We partner closely with Customer Success, Sales, Deployment, Professional Services, and Engineering to ensure escalations are handled with speed, precision, and empathy, while continuously improving our processes.
About the Role
As Senior Escalation Manager, your primary responsibility will be to independently manage high-severity escalations and critical outages end-to-end. Specifically, your focus will be to:

• 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

The skills and qualities you'll bring include:

• 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

About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.