Critical Situation Manager

Abnormal AI
United States
Workplace: RemoteFull timeUSD 107,100 - 154,000 annuallyFunction: Customer Success & Account ManagementExperience: 5-7 yearsSkills: ["Communication","Executive-level communication","Organizational skills","Cross-functional influence","Customer-first mindset"]

Own customer-facing responses for high-stakes technical situations where confidence in the platform is shaken. Assess incoming concerns, coordinate cross-functional investigations with R&D and other technical teams, and translate technical findings into clear customer communications through executive audiences. Drive each engagement from investigation to formal resolution and close-out, manage timelines, and identify recurring themes to improve product and processes while building the Critical Situation Management playbooks.

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FursaFursa
Abnormal AI
Abnormal AI
2 days ago

Critical Situation Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own customer-facing responses for high-stakes technical situations where confidence in the platform is shaken. Assess incoming concerns, coordinate cross-functional investigations with R&D and other technical teams, and translate technical findings into clear customer communications through executive audiences. Drive each engagement from investigation to formal resolution and close-out, manage timelines, and identify recurring themes to improve product and processes while building the Critical Situation Management playbooks.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Serve as the customer-facing owner for high-stakes technical situations requiring confidence restoration.
  • •Assess incoming situations and determine the appropriate response level, from explanation to full cross-functional investigation.
  • •Coordinate with R&D and other technical teams to investigate customer-reported concerns and shape actionable investigation requests.
  • •Translate technical findings into clear, credible communications for customer stakeholders, including executive audiences.
  • •Own the full engagement lifecycle from investigation to resolution, including timeline management and formal close-out.

Pay and Benefits

Salary: USD 107,100 - 154,000 annually
Equity and Bonus:Equity

Key Requirements

  • •5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS) with a proven record managing escalations.
  • •Technical fluency in Abnormal’s detection architecture and investigation tooling to engage credibly with both R&D and customers.
  • •Proven success leading de-escalations for complex, strategic customers and strong judgment in assessing the right response level.
  • •Strong understanding of customer lifecycle, support workflows, and escalation management best practices.
  • •Experience in cybersecurity is required.
Experience:5-7 yearsEnterprise SaaSCybersecurity
Skills:CommunicationExecutive-level communicationOrganizational skillsCross-functional influenceCustomer-first mindset
Languages:English

Company Brief

Abnormal AI
Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn