---
title: 'Escalation Manager at Gong.io'
canonical: 'https://feeny.ai/job/escalation-manager-gong-io-austin-p1kw3wbzg5sv'
type: 'job'
last_seen: '2026-09-09'
---

# Escalation Manager at Gong.io

- **Company:** Gong.io
- **Location:** Austin, TX / Chicago, IL / New York, NY / Salt Lake City, UT / San Francisco, CA
- **Posted:** 2026-07-09
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/gongio/jobs/4693418006

## Job description

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our most critical, complex upmarket customer crises to resolution. We are scaling rapidly and need a driven, dedicated leader to own the lifecycle of high-stakes enterprise account escalations from the moment a risk state is triggered to its final resolution.

This is a highly visible, cross-functional role sitting directly at the intersection of our Go-To-Market (GTM) teams and our technical organizations (R&D, Product, and Support). Rather than acting as a passive intermediary, you will build a deep understanding of the Gong platform, translate complex roadblocks into actionable technical requirements, deploy the right resources, and masterfully manage both internal and external stakeholders. Crucially, you will analyze incident trends to build proactive triaging frameworks, optimize cross-team collaboration, and help us engineer a more resilient customer experience.

## RESPONSIBILITIES

- Orchestrate the Escalation Lifecycle: Serve as the single point of contact and ultimate owner for high-stakes enterprise account crises. Drive cross-functional alignment, define the internal point of view, & engineer resolution strategies alongside account teams.
- Bridge the GTM & Technical Divide: Act as the strategic liaison between GTM teams (who require relationship management and crisp communication) & technical organizations (Support, R&D, & Product teams who require concrete, reproducible data).
- Decisively Mobilize Resources: Step into highly ambiguous, complex situations, accurately assess technical and business impacts, and deploy engineering or support resources independently without relying on executive intervention.
- Manage Senior Stakeholders: Guide internal account teams through tense customer scenarios and confidently present technical root causes, remediation plans, and ongoing guidance to both internal executives and customer-side leadership.
- Drive Systemic Prevention: Partner with R&D and Support leadership to transform reactive incidents into proactive insights; identify underlying gaps (like missing metrics or alerting) and advocate for long-term product and infrastructure improvements.
- Build the Escalation Playbook: Mature existing escalation workflows by designing repeatable frameworks, communication templates, and post-mortem processes that upskill frontline GTM teams.

## QUALIFICATIONS

- 5+ Years of Relevant Experience: A proven track record in Technical Account Management (TAM), Enterprise Support Leadership, Incident Management, or Technical Program
- Management (TPM) within a complex B2B SaaS environment.
- Technical Literacy: The ability to "speak engineer" and comfortably navigate discussions regarding platform reliability, system architecture, APIs, and data flows, translating these complex concepts into business impacts for customers. (Coding:  not required, but a bonus!).
- Exceptional Communication Skills: A masterful ability to translate high-complexity technical challenges for non-technical stakeholders, ensuring clarity and alignment across teams with varying levels of technical proficiency.
- Crisis Command and High EQ: Deep emotional intelligence and situational authority. You are the calmest person in the room when an enterprise account is at risk, capable of naturally de-escalating tense situations with both customers and internal sales teams.
- Relentless Customer Empathy: A practice of navigating every engineering, product, or support intersection with the customer’s experience as the primary North Star, transforming transactional support into a true strategic partnership.
- Cross-Functional Influence: A demonstrated ability to align, hold accountable, and influence Support, R&D leads, and GTM stakeholders effectively without having formal authority over them.
- A Root-Cause Mentality: A history of turning tactical fixes into strategic wins. You look beyond immediate resolution to identify and fix the underlying process or product gaps that allowed the issue to happen in the first place.
- Drive Massive, Measurable Impact: You will directly safeguard Gong’s revenue retention and elevate the customer experience by turning high-stakes crises into opportunities to build lifelong raving fans!
- Influence Organizational Strategy: By taking the reins during critical events, you will naturally advise and empower Support and GTM leadership, shaping how our organization interfaces with our largest accounts.
- Scale and Build from the Ground Up: This isn't a rigid, legacy position—you will have the autonomy to mature our existing workflows, design new frameworks, and actively build the future of enterprise escalations at Gong.

## PERKS & BENEFITS

- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $105,000 - $143,000 USD.

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

## #LI-AC1

## About Gong.io

## Company Overview
- **One-liner**: Gong provides an AI-powered Revenue Intelligence platform that captures customer interactions, analyzes what’s working, and automates next steps to help revenue teams win more deals.
- **Entity Type**: Private (Series G; last reported valuation $7.25B in 2021)
- **Headquarters**: San Francisco, California, USA (Global hubs also in Tel Aviv, Israel; Dublin, Ireland; London, UK; Singapore; Australia)
- **Founded**: 2015
- **Founders**: Amit Bendov (CEO & Co-Founder) and Eilon Reshef (CPO & Co-Founder)

## Core Business
- **Primary industry**: Revenue Intelligence / Revenue AI / SaaS for Go-to-Market teams
- **Target customers**: B2B, enterprise and mid-market sales, marketing, and customer success teams
- **Mission statement**: “Help every revenue team win more — consistently, confidently, and with total clarity.”

## Products & Services
- **Gong Revenue AI OS** – The core platform that captures every customer interaction (calls, emails, meetings, etc.), analyzes them using AI, and surfaces insights to close deals faster, predict pipeline risk, increase win rates, and predict churn.
- **Gong Enable** – A revenue enablement solution grounded in real customer interactions that helps turn every rep into a top performer.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed in provided materials; last known valuation (2021 Series G) was ~$7.25 billion.
- **Key Metric**: $500M in Annual Recurring Revenue (ARR), as stated on their careers page.
- **Notable Investors/Partners**: While not detailed in the provided source, known investors include Sequoia Capital, Tiger Global Management, and others from prior rounds.
- **Growth Signals**: 5,000+ customers; named a Great Place to Work for six consecutive years; global expansion with hubs in the US, Israel, Europe, and Asia-Pacific; strong ARR growth to $500M.

## Competitive Advantages
- **AI-first approach**: Analyzes real customer conversations (not just CRM data) to provide actionable revenue intelligence.
- **Category-defining product**: Gong created and leads the “Revenue Intelligence” category, making it hard to displace once adopted.
- **Data moat**: The platform captures billions of customer interactions, training proprietary AI models that improve over time.
- **Customer loyalty**: Strong net retention and “raving fans” culture; trusted by thousands of revenue teams.

## Strategic Focus
- **Revenue AI OS expansion**: Continuing to build out the platform (e.g., Gong Enable) to cover the full revenue cycle from pipeline to close to retention.
- **International growth**: Scaling global hubs (Dublin, London, Singapore, Australia) to serve a worldwide customer base.
- **AI innovation**: Investing in deeper AI capabilities to automate handoffs, predict outcomes, and enable reps at scale.

## Why Work Here
- **Culture**: Eight operating principles (e.g., “Create raving fans,” “Win as a team,” “Enjoy the ride”) guide daily work; strong emphasis on ownership, impact, and reality.
- **Awards**: Named a Great Place to Work for six consecutive years; CEO approval rating noted as high.
- **Work style**: Hybrid/remote options available (many roles are remote within the US; hubs require in-office presence part-time); global recharge days (company-wide shutdowns quarterly); flexible PTO.
- **Benefits**: Comprehensive health & wellness (mental health support, flexible wellness fund, work-from-home stipend); financial support (equity, retirement savings, commuter benefits); family support (paid parental leave, fertility/adoption assistance); professional development (training, mentorship, employee resource groups).
- **Engineering & product**: Engineers own outcomes, solve sophisticated AI/infrastructure problems, and work on a category-defining product.

## Sources
1. [gong.io/about](https://www.gong.io/about) – Company overview, founders, leadership, culture
2. [gong.io/](https://www.gong.io/) – Product description, customer count, tagline
3. [gong.io/careers](https://www.gong.io/careers) – ARR $500M, Great Place to Work, benefits, global hubs, operating principles
4. [boards.greenhouse.io/gongio](https://boards.greenhouse.io/gongio) – Current job openings, locations, team categories

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