Cybersecurity Critical Situations Lead

Socket.dev; United States; On-site; USD 107,000 - 154,000; Full time

Job summary

Abnormal AI seeks a Critical Situation Manager to own high-stakes customer-facing responses when platform and product concerns arise. You will lead cross-functional investigations with R&D and other teams, translating complex findings into credible communications for customers and executive stakeholders.

You will drive end-to-end engagements, set timelines, and ensure accountability and transparency, leveraging a strong customer-first mindset to restore confidence and inform product improvements.

Qualifications

• 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles).
• Sufficient technical fluency to engage credibly with R&D and customers.
• Proven track record in leading de-escalations for complex customers.
• Strong understanding of customer lifecycle, support workflows and escalation management.

Responsibilities

• Serve as the customer-facing owner for high-stakes technical situations requiring platform confidence restoration.
• Assess situations and determine the right level of response, from explanation to full cross-functional investigation.
• Coordinate with R&D and technical teams to investigate concerns and translate feedback into actionable requests.
• Translate technical findings into clear communication for customer stakeholders, including executives.
• Own the engagement from investigation through resolution and formal close-out.
• Set and manage timeline expectations with customers throughout engagements.
• Track outcomes to identify recurring themes and inform product/process improvements.
• Build and drive the Critical Situation Management process and playbooks.

Skills

Customer-facing experience

Technical fluency

Escalation management

Executive communication

Cross-functional collaboration

Empathy-driven

Multitasking

Cybersecurity experience

Job description

Abnormal AI seeks a Critical Situation Manager to own high-stakes customer-facing responses when platform and product concerns arise. You will lead cross-functional investigations with R&D and other teams, translating complex findings into credible communications for customers and executive stakeholders.

You will drive end-to-end engagements, set timelines, and ensure accountability and transparency, leveraging a strong customer-first mindset to restore confidence and inform product improvements.