Critical Accounts Program Manager

Role

We are looking for a Critical Accounts Program Manager to join our team. This is a Remote role based in London, reporting to the Director, CAP & Incident Management in the Support department. The Critical Accounts Manager is a high-visibility escalation management lead responsible for driving the end-to-end resolution of critical customer situations across the EMEA region. In this role, you will partner cross-functionally across Support, Engineering, Product, Customer Success, and Executive Leadership to navigate complex escalations with speed, structure, and strategic communication while safeguarding customer trust and business outcomes.

What you’ll do (Role Expectations)

• Own the end-to-end management of critical customer escalations for key accounts across the EMEA region
• Establish action plans, communication cadences, stakeholder roles, and resolution milestones to drive key objectives
• Apply strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives
• Drive post-mortem analyses and lessons learned reviews to ensure preventive and corrective actions are tracked to closure
• Identify recurring escalation themes to drive continuous improvements in product, process, communication, and operational readiness

Who You Are (Success Profile)

• You act like an owner by operating with integrity, taking personal accountability for outcomes, and navigating seamlessly between strategic oversight and hands-on execution.
• You are a high-trust collaborator who thrives on shared team ambition, constructive feedback, and building strong cross-functional partnerships.
• You are customer-obsessed, anchoring your decisions in deep empathy for customer needs to safeguard long-term trust and business success.
• You operate with urgency, bringing a relentless focus on execution and delivering fast, high-impact results in dynamic situations.
• You are resilient and adaptable, maintaining composure through complex challenges and guiding teams through ambiguity with a steady hand.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• Experience in program or project management of critical issues in a cross-functional environment alongside sales, customers, and partners
• Strong executive communication, stakeholder management, and cross-functional leadership skills
• High stress tolerance with the ability to remain calm under pressure while navigating ambiguity, tension, and unpredictable workloads
• 8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership
• Familiarity with support escalation frameworks, incident management processes, or critical account governance

What Will Make You Stand Out (Preferred Qualifications)

• Background in cybersecurity, network security, SaaS, or cloud operations
• Ability to communicate effectively with audiences ranging from engineering teams to customer executives
• Prior experience interacting directly with senior customer executives and internal executive leadership

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