Critical Situation Lead — Restore Customer Trust (Cyber)

Abnormal AI; United States; On-site; USD 107,000 - 154,000; Full time

Job summary

Abnormal AI is seeking a Critical Situation Manager in the United States to lead customer-facing responses when platform confidence is shaken by significant efficacy or product concerns. You will coordinate across Customer Success, Product, Engineering, and Support to investigate, communicate, and resolve complex issues, restoring trust and driving decisive action.

The role requires strong communication, multi-week engagement ownership, and deep cybersecurity experience, with a proven track

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 to engage credibly with R&D and customers without a translator
• Demonstrated success in leading de-escalations for strategic customers and good judgment on response level
• Strong understanding of customer lifecycle, support workflows, and escalation best practices
• Excellent verbal and written communication, including executive-level communication with customers and internal stakeholders
• Ability to own multi-week engagements through to resolution
• Strong organizational skills for prioritizing multiple high-stakes issues
• Proven ability to build cross-functional trust quickly with technical teams
• Empathy-driven, customer-first orientation with bias for action
• Experience in Cybersecurity is required

Responsibilities

• 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 feedback into a precise investigation request
• Translate technical findings into clear, credible communication for customer stakeholders, up to executive audiences
• Own the full arc of each engagement from investigation through resolution and formal close-out
• Set and hold timeline expectations with customers throughout an engagement
• 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 playbooks for handling common scenarios

Skills

Customer-facing experience

Technical role experience

Executive communication

Cybersecurity domain familiarity

Escalation management

Tools

Detection architecture familiarity

Investigation tooling

Job description

Abnormal AI is seeking a Critical Situation Manager in the United States to lead customer-facing responses when platform confidence is shaken by significant efficacy or product concerns. You will coordinate across Customer Success, Product, Engineering, and Support to investigate, communicate, and resolve complex issues, restoring trust and driving decisive action.

The role requires strong communication, multi-week engagement ownership, and deep cybersecurity experience, with a proven track