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Rapid7 Logo Rapid7 · IT - Administration

Senior Escalation Manager

United States, Tampa · Job Posted January 18, 2026
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Job Description

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.

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

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)
  • Operates with urgency, ownership, and precision
  • exceptional time management and follow-through
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