Critical Situation Manager
$107,100–$154,000 year
RemoteUnited States
Job Summary
Lead customer-facing response for high-stakes situations where a customer's trust is shaken by significant efficacy or product concerns. Assess incoming escalations and coordinate with R&D and technical teams to investigate reported issues, translating findings into clear communication for stakeholders up to the executive level. Own the full engagement arc from investigation through resolution and formal close-out, setting timeline expectations and tracking outcomes to inform product improvements. Build and drive the Critical Situation Management process, including playbooks for common scenarios. This role requires 5-7 years of customer-facing experience in enterprise SaaS or cybersecurity, with a demonstrated ability to lead de-escalations for strategic customers and build cross-functional trust.
Required Qualifications
- 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles) with a proven track record in managing escalations
- Sufficient technical fluency in Abnormal's detection architecture and investigation tooling to engage credibly with both R&D and customers without a technical translator
- Demonstrated success in leading de-escalations for complex, strategic customers, and strong judgment in assessing the right level of response to a customer concern
- Strong understanding of customer lifecycle, support workflows, and escalation management best practices
- Excellent verbal and written communication skills, including executive-level communication with customers and internal stakeholders
- Comfort owning complex, multi-week engagements through to resolution, not just leading an initial call
- Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
- Demonstrated ability to build cross-functional trust quickly, including with technical teams outside your direct reporting line
- Empathy-driven, customer-first orientation with a bias for action
- Experience in Cybersecurity
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