Critical Situation Manager

The Critical Situation Manager owns the customer-facing response when a customer's trust in the platform has been shaken by a significant efficacy or product concern. This role engages when a customer's feedback is substantive and requires a coordinated investigation and response from R&D and other technical teams. The Critical Situation Manager leads that investigation, translates technical findings into clear, confidence-restoring customer communication, and owns the engagement through to a formal resolution and close-out.

As a Critical Situation Manager, you are a skilled communicator who thrives at navigating complex customer challenges, influencing cross-functional teams, and restoring customer confidence. You bring a strong customer-first mindset, the ability to untangle technical and relationship issues, and the confidence to drive action across Customer Success, Product, Engineering, and Support. Your leadership and organizational skills will ensure that escalations are handled with urgency, transparency, and accountability. You have held roles such as Support Engineer, Sales Engineer, or Technical Account Manager in enterprise SaaS or cybersecurity environments, and this background enables you to navigate complex technical issues and customer relationships effectively.

The Critical Situation Manager will:

• Serve as the customer-facing owner for high-stakes technical situations where a customer's confidence in the platform needs to be restored.
• Assess incoming situations and determine the right level of response, from a clear explanation to a full cross-functional investigation.
• Coordinate with R&D and other technical teams to investigate customer-reported concerns, translating customer feedback into a precise, actionable investigation request.
• Translate technical findings back into clear, credible communication for customer stakeholders, up to and including executive audiences.
• Own the full arc of each engagement following the initial assignment, from investigation through resolution, and a formal close-out with the customer.
• Set and hold timeline expectations with customers throughout an engagement, ensuring no gaps in communication.
• Track outcomes and findings across engagements to identify recurring themes and inform product and process improvements.
• Build and drive the Critical Situation Management process and build playbooks for handling common scenarios

Must Haves

• 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 is required

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