Staff, Escalation Manager
•Twilio· 19h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $125k-156k🇺🇸 USA
19h ago
ControlUp·about 2 months ago
ControlUp is a leader in Digital Employee Experience (DEX), evolving IT operations with agentic AI to deliver Autonomous Endpoint Management (AEM) and a digital workspace that runs itself.
Our platform transforms millions of real-time signals into intelligent action, bridging the gap between deep visibility and automated remediation. We turn "IT headaches" and employee frustration into self-healing operations, allowing organizations to move beyond reactive troubleshooting toward a future where technology works seamlessly in the background.
We’re here to ensure the workday runs without disruptions. No tool sprawl, no wasted time, and no friction. Just technology that works for people, not against them, so they can stay focused on what they do best.
One platform. One powerful shift in how work flows.
As an Enterprise Customer Success Manager for the Dach region, your primary mission is to ensure that our most strategic Dach customers are achieving meaningful, measurable outcomes with ControlUp, and that the right people within their organization are aware of and aligned with that value. What you own is the customer’s success: their adoption, their results, and their confidence that ControlUp is delivering on its promise. You will also be responsible for proactively identifying risk in your accounts — whether related to adoption, engagement, satisfaction, or environment health — and for taking ownership of escalating and driving resolution before those risks become problems. You will serve as the primary quarterback for your portfolio, with access to any resource or subject matter expert you need from Support, R&D, Marketing, and Management to drive that success.
We’re looking for a strong communicator and natural leader who takes initiative, collaborates well, and is always looking to grow.
You are, at your core, a trusted advisor and outcome owner — not a salesperson. The best CSMs here are motivated by the genuine success of the customers they serve, and energized by helping senior IT leaders and executive stakeholders see and articulate the value ControlUp delivers. If that’s what drives you, you’ll thrive here.
You’re a strong leader and project manager, comfortable guiding senior IT professionals, executive stakeholders, and business unit leaders through our customer lifecycle methodology and value pyramid conversations.
You’re highly organized and disciplined about where you spend your time. Knowing where not to focus matters as much as being able to prioritize your top accounts.
You will not be responsible for structured product training, though you will be expected to know the product deeply — every component of the ControlUp suite — and fluently guide customers on how different capabilities can serve their goals.
You will not be responsible for single-handedly executing technical implementation, but you will own it as a project manager — coordinating resources, keeping things on track, and ensuring successful outcomes.
You will not be responsible for troubleshooting issues, but knowing when and how to point a customer in the right direction (a relevant KBA, the right support contact) will quickly set you apart.
Manage the full lifecycle of a portfolio of enterprise customers.
Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. When risk surfaces, you don’t hand it off; you lead the response, coordinate the right internal resources, and stay accountable until it is resolved.
Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption, because unrealized value is a risk to the relationship, not just a missed commercial opportunity.
Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor.
Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI.
Work closely with sales, marketing, product, and other departments on customer requirements.
Be a customer advocate and the voice of the customer within ControlUp.
Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users.
Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value.
Native German speaker with excellent communication skills.
High-level fluency in English (both written and spoken); other languages are a plus.
Experience in an EUC or similar software company (Ideally startup / SaaS experience)
Critical thinker, generally curious, problem solver
Proven experience in building multi-threaded stakeholder relationships in Fortune 100 companies
Positive attitude and very customer-centric; always willing to put the customers' needs first.
Strong written and verbal communication skills; ability to translate product usage and technical outcomes into business value narratives that resonate with executive and business stakeholders — not just technical audiences
Excellent organization, note-taking, project management, and time management skills
Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs.
Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Clari, Confluence, and/or EverAfter.
Working knowledge of VDI – Citrix \ VMware virtualization solutions.
Previous experience in SaaS and/or IT space.
Experience with the German C5 certification process is a huge plus.
Experience with the MEDDICC/MEDDPICC framework