Escalations & Retention Lead Job at Fullstack Academy

Account Advocate

Apollo.io is seeking an Account Advocate to play a critical role in shaping our ...

Location

Philippines , Ortigas

Salary:

Not provided

Apollo.io

Expiration Date

Until further notice

Requirements

3+ years of experience in customer-facing SaaS roles (Support, Renewals, Billing Operations, Customer Success)
Demonstrated success owning complex billing, retention, or churn-prevention scenarios
Proven track record of driving cross-functional improvements without people management responsibility
Strong experience working with billing systems, CRMs, and subscription tooling

Job Responsibility

Own the most complex, high-risk cancellation, downgrade, and billing escalation cases
Lead strategic retention efforts for at-risk accounts, balancing customer empathy with policy and revenue considerations
Identify churn drivers and recurring billing friction, translating insights into actionable recommendations
Deliver measurable retention impact through targeted save strategies, credits, or remediation plans
Act as the subject-matter expert for billing, renewals, refunds, and subscription lifecycle workflows
Define and improve operational standards, playbooks, and escalation paths across Account Advocates and Billing Advocates
Own high-visibility cross-functional initiatives that improve billing accuracy, reduce escalations, or lower cost-to-serve
Ensure audit readiness, data quality, and consistency across billing decisions and documentation
Partner with Finance, Sales, Product, and Engineering to resolve systemic issues affecting renewals and customer trust
Represent the voice of the customer in pricing, packaging, and policy discussions

Fulltime

Membership Manager

A high-profile, purpose-led membership organisation is seeking an experienced an...

Location

United Kingdom , London

Salary:

40000.00 - 45000.00 GBP / Year

Membership Bespoke

Expiration Date

Until further notice

Requirements

Proven experience in membership management, client services, account management, or a similar role
Strong organisational skills with excellent attention to detail
Confidence managing CRM systems, data reporting, and workflows
A professional, empathetic approach to member relationships
Experience working cross-functionally in a fast-paced organisation
Clear written and verbal communication skills
A proactive, solutions-focused mindset

Job Responsibility

Own the membership journey end to end
Lead onboarding, retention, and renewal processes to ensure a seamless, high-quality member experience
Act as a primary point of contact for member enquiries, issues, and escalations
Drive retention and engagement
Support account management activity to maintain strong retention levels
Use CRM data and insight to identify risks, opportunities, and engagement trends
Manage membership operations and data
Maintain accurate membership records and ensure data integrity across CRM systems
Oversee compliance with GDPR and data protection best practice
Reconcile membership data and invoicing with finance and commercial colleagues

Fulltime

Senior Escalation Manager

We’re looking for a Senior Escalation Manager to lead Rapid7’s most complex, hig...

Location

United States , Tampa

Salary:

Not provided

Rapid7

Expiration Date

Until further notice

Requirements

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)

Job Responsibility

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

Regional Senior Customer Experience Manager

As Regional Senior Manager of Customer Experience Management (CxM), you will lea...

Location

Canada , Montreal

Salary:

Not provided

SITA

Expiration Date

Until further notice

Requirements

10+ years’ experience leading Customer Success or Experience teams in complex B2B environments
Strong ability to manage large, diverse teams and drive successful change-management transformations
Proven track record in executing global strategies regionally and raising organizational maturity
Strong experience managing executive-level customers and critical escalations
Demonstrated ability to drive customer retention, upsell, and measurable business value
Excellent operational discipline, reporting, and KPI management skills
Strong commercial acumen with experience driving contract value optimization and revenue retention, and ability to partner with Sales and Product organizations
Exceptional communication, influencing, and leadership skills across cultures
Bachelor's degree in IT /Telecom or Business or equivalent
ITIL Service Management Certification

Job Responsibility

Execute the global CxM framework across the region, ensuring adoption of defined engagement models, governance, and tools
Embed customer segmentation and engagement cadences in all accounts
Ensure the team delivers consistent and value-based customer management aligned to global KPIs and playbooks
Identify opportunities to further mature the function — improving quality, efficiency, and customer impact
Act as the executive sponsor and escalation leader for key regional customers
Build and maintain trusted relationships with senior customer stakeholders to enhance collaboration, satisfaction, and retention
Manage major escalations end-to-end: communication, action plans, leadership visibility, and resolution
Drive Service Improvement Plans (SIPs) and ensure lessons learned are institutionalized
Ensure CxM activities clearly demonstrate value delivered vs. contract, supporting renewals and expansion
Partner with Commercial and Product Marketing teams to ensure alignment on renewals, upsell opportunities, and value-based adoption strategies

What we offer

Flex Week: Work from home up to 2 days/week (depending on your team's needs)
Flex Day: Make your workday suit your life and plans
Flex-Location: Take up to 30 days a year to work from any location in the world
Employee Wellbeing: Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year
Champion Health - a personalized platform that supports a range of wellbeing needs
Professional Development: Level up your skills with our training platforms, including LinkedIn Learning
Competitive Benefits: Competitive benefits that make sense with both your local market and employment status

Fulltime

New

Manager - International Account Development

Retain and profitably grow a limited number of our largest and most strategic gl...

Location

United States

Salary:

89250.00 - 150250.00 USD / Year

Amex

Expiration Date

Until further notice

Requirements

Deep experience in client management, sales, and/or business development roles with multi-national, enterprise-level companies, ideally in the T&E commercial card payments and the procure-to-pay process and payments solutions space
Proven track record in successfully driving growth and sales with global clients through developing and managing a robust pipeline of multiple opportunities, researching and understanding customer needs, and planning strategically to progress the pipeline through solutions and consultative based selling
Experience in global contract management, including development and leading complex negotiations, and leading internal collaborations with highly matrixed and decentralized global teams
Ability to develop, execute and complete a Work Plan, Strategy and Action Plan. Show the skill set to assemble and deliver a presentation telling a clear, concise story aimed at the specific outcome(s) with Procurement, Finance and Treasury professionals
Evidence of successfully managing global programs and projects with cross-functional teams in a global matrixed organization, including facilitating engagement with multiple subject matter experts, balancing competing leadership priorities with different teams, leading with influence and limited direct authority, and in environments with ambiguity
Ability to lead complex client discussions, manage escalations and influence decisions
Strong knowledge of and the ability to understand, discuss, negotiate, explain and present benefits of global commercial payment products and solutions, and their related economic and financial benefits to a client
Maturity of judgement in client and internal situations
Strong analytical skills
Ability to effectively leverage internal resources

Job Responsibility

Retain and profitably grow a limited number of our largest and most strategic global and regional commercial card and payment clients
Provide proactive consultation to develop strong customer relationships and to drive and lead global program growth, profitability and retention
Drive growth in client spend by deepening penetration within existing programs and expanding adoption of new solutions and spend categories across B2B and T&E
Create strategic vision and set goals to drive profitable growth and retention across key global and regional customers
Create and own holistic global and regional account business plans
Lead contract negotiation strategy and management for contract renewals, RFP responses, and pricing proposals
Maintaining detailed understanding of customers industries, business and organizational goals and objectives
Accountability in developing broad and deep relationships at all levels organizationally, globally, and across a wide scope of American Express teams, customer teams, and 3rd party strategic partners
Partner, collaborate and provide leadership across American Express global matrix teams
Resolve complex issues, including those related to global systems and process integrations, changing local market regulatory conditions, underwriting and risk management mitigation

What we offer

Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Fulltime

Lead Account Manager

This is a senior leadership role with full responsibility for the performance an...

Location

United Kingdom , Peterborough

Salary:

60000.00 - 75000.00 GBP / Year

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Senior experience in Account Management, Customer Success or commercial leadership
Proven ability to lead high-performing teams
Commercial mindset with strong retention and upsell experience
Confident communicator and decision-maker
Data-driven and results-focused

Job Responsibility

Lead, coach and develop the Account Management team
Set and deliver KPIs across retention, attendance, upsells and performance
Own onboarding quality and CRM accuracy
Drive customer results and engagement
Lead retention strategy and reduce churn
Grow revenue through ethical upselling
Oversee billing and payment compliance
Act as escalation point for key issues
Report on performance and commercial outcomes

What we offer

Monthly bonus
Private healthcare & pension
Company car / allowance
Development & progression
25 days holiday + bank holidays + birthday off
Access to national events and leadership exposure

Fulltime

Strategic Client Executive

The Strategic Client Executive (SCE) role will serve as the primary point of con...

Location

United States , Boston

Salary:

127000.00 - 160550.00 USD / Year

Zelis

Expiration Date

Until further notice

Requirements

Bachelor's degree in business or health care administration or related field
10+ years in client management role
Extremely knowledgeable in the Payer and Regional Health Plan space
Experience in working in healthcare a plus including insurance companies, or working with cost management, electronic payments, and/or healthcare communications solutions
Demonstrated success in revenue management and increased utilization within an assigned book of business of enterprise and strategic clients
Excellent written and verbal communication skills
Excellent presentation, public speaking, and meeting management capabilities
Ability to tailor messages to audiences
Proven collaboration with key business partners: Sales, Operations, Product, Services, and Marketing
Ability to anticipate future trends and incorporate them into business review planning

Job Responsibility

Serve as the primary point of contact for Zelis clients for their assigned book of business
Manage a strategic book of business comprised of vertically aligned clients
Drive growth for Zelis by achieving annual revenue targets
Ensure client retention
Foster growth with additional products and services
Ensure Zelis is always meeting and/or exceeding client expectations while driving a superior OneZelis customer experience
Develop and maintain critical internal and external relationships to sustain and build upon Zelis’ value proposition
Work collaboratively across the enterprise to achieve their clients' goals and objectives
Single point of contact for the management and orchestration of Zelis services overseeing relationships, operations, financial plans and strategy
Owns the client relationship, including all short- and long-term strategies and key client relationships

What we offer

401k plan with employer match
flexible paid time off
holidays
parental leaves
life and disability insurance
health benefits including medical, dental, vision, and prescription drug coverage

Fulltime

Service Operations Manager

Learnd is looking for a Service Operations Manager who will be responsible for t...

Location

United Kingdom , Hemel Hempstead

Salary:

Not provided

Learnd

Expiration Date

Until further notice

Requirements

Strong operational management experience within BMS, HVAC, or building controls
Proven ability to lead multi‑tier engineering structures through Lead Engineers or Supervisors
Experience overseeing small works, remedials or minor projects within a service environment
Strong technical background in BMS systems, networking fundamentals, and controls strategies
Excellent organisational, communication, and decision‑making skills
Ability to analyse operational performance and drive continuous improvement initiatives
High level of customer focus, integrity, and commercial awareness

Job Responsibility

Deliver regional service performance in line with annual budgets and operational plans
Maintain high levels of customer satisfaction, minimising repeat visits and improving first‑time fix rates
Ensure consistent technical quality, engineering standards, and compliance across both regions
Lead a structured governance process for BMS service delivery, remedials, and small works
Strengthen collaboration between engineering teams, service coordination, and contract delivery functions
Support year‑on‑year contract growth and reduction of controllable contract attrition
Provide day‑to‑day operational leadership across South East & London City engineering teams
Ensure Lead Engineers are effectively managing engineers, technical escalations, site quality, and customer interface
Maintain oversight of engineering headcount, skills mix, resource planning and regional capacity modelling
Monitor and lead performance across reactive tasks, PPM delivery, remedials, and remote interventions

What we offer

Competitive Salary plus benefits and pension scheme
Company Vehicle - Electric or Hybrid Vehicle
Death in Service Policy
UK Healthcare cash benefits
Enhanced Sick Pay Policy
Enhanced Maternity, Paternity, Shared Parental, and Adoption Leave Policies
Cycle-to-Work Scheme

Fulltime

Escalations & Retention Lead

Fullstack Academy

Location:
United States

Category:
Education

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 07, 2026

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January 07, 2026