Enterprise SaaS Commercial Lifecycle and Escalation Management Role with Strategic and Operational Ownership

manages both executive-level strategic relationships and working-level practitioner relationships simultaneously. Commercial lifecycle management for enterprise SaaS. Owns the full renewal and expansion cycle: retention strategy, churn forecasting, negotiation, close, and pipeline development in partnership with Account Executives; understands how delivery health directly impacts commercial outcomes. Escalation management and operational accountability. Owns ticket triage, escalation, and resolution end to end for the full portfolio; manages complex, multi-workstream escalations with minimal manager involvement; builds relationships with Product, Engineering, and Support counterparts to accelerate resolution. What You'll Do Account health monitoring and risk identification. Independently assesses account health and risk across commercial, operational, and relationship dimensions; surfaces risk early by reading ticket patterns, stakeholder signals, and adoption data as intelligence; builds intervention plans without manager direction. Executive business review design and delivery. Designs and executes QBRs and EBRs for all accounts including executive-level engagement; leads conversations about compliance posture, regulatory risk, control maturity, and platform value rather than product update calls. Renewal ownership and churn forecasting. Owns all renewals across the portfolio: builds retention strategy, leads negotiations, closes; accurately forecasts ARR churn risk and develops mitigation plans using account health data, stakeholder intelligence, and delivery performance indicators. Expansion identification and commercial execution. Drives inbound expansion deals independently; collaborates with Account Executives per Unit of One model for strategic accounts; leads with value, not discount-first positioning; builds commercial plays grounded in customer intelligence. Delivery follow-through and client communication ownership. Owns the client-facing narrative when delivery issues arise, ensuring commitments made to the client are tracked and fulfilled; translates technical or operational updates into language the client can act on; holds internal teams accountable through to confirmed resolution so the client has everything they need without chasing. What We Offer A truly global mission with a passionate community in locations all over the world Huge impact and learning potential as our aspirations require bold innovation Highly competitive compensation Benefits include fully covered health coverage for employee and family Generous time-off policy and flexible work schedule About Our Process We take Talent very seriously and we are building a community of extraordinary individuals working together in very high performing teams. We also know that the best Talent always has options so we believe that the process has to be a two way assessment - the company AND the candidate assessing the business needs alignment, the career next step alignment, and the cultural alignment. During the process we will begin by exploring the core factors regarding salary and location along with core experience and skills and values alignment. We will then deep dive explore the critical technical competencies we have identified for the role, and then we will deep dive in behavioral competencies. The most aligned candidate will then be asked to do a practical work task simulation activity so we can make sure that you will enjoy the kind of work the role requires, and this task will typically be presented and discussed with a group of colleagues and managers. Finally we will ask you to meet with a number of our senior leaders to make sure that you are making the most informed call possible. Please note that: We want to get to know you and have a genuine conversation, so the use of AI tools or assistance during live interviews is strictly prohibited and will result in immediate disqualification from the process Interviews may be re