Critical Situation Manager

1 month, 3 weeks ago
Full-time
Senior
Customer and Technical Support
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Serve as the customer-facing owner for high-stakes technical situations and restore customer confidence.
  • Assess incoming escalations and determine the appropriate response, from explanation to full investigation.
  • Coordinate with R&D and other technical teams to investigate customer-reported concerns.
  • Translate customer feedback into precise, actionable investigation requests.
  • Communicate technical findings clearly to customer stakeholders, including executive audiences.
  • Own each engagement from investigation through resolution and formal customer close-out.
  • Set and manage timeline expectations with customers throughout the engagement.
  • Track outcomes and recurring themes to inform product and process improvements.
  • Build the Critical Situation Management process and create playbooks for common scenarios.

Requirements

  • 5-7 years of customer-facing experience in a technical role such as TAM, SE, Support, or related enterprise SaaS roles.
  • Proven track record managing escalations.
  • Sufficient technical fluency in Abnormal's detection architecture and investigation tooling.
  • Experience leading de-escalations for complex, strategic customers.
  • Strong understanding of customer lifecycle, support workflows, and escalation management best practices.
  • Excellent verbal and written communication skills, including executive-level communication.
  • Comfort owning complex, multi-week engagements through resolution.
  • Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously.
  • Ability to build cross-functional trust quickly, including with technical teams outside your direct reporting line.
  • Experience in cybersecurity is required.

Benefits

  • Base salary range of $107,100 to $154,000 USD.
  • May be eligible for bonus or incentive compensation.
  • May be eligible for equity.
  • Comprehensive benefits package.
  • Equal opportunity employer with structured pre-employment checks and a formal, human-led hiring process.

Interested in this position?

Apply directly on the company website

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