Remote Critical Situation Manager for Enterprise SaaS

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

Benefits offered by this job

Remote work

Job summary

Abnormal is seeking a Critical Situation Manager to lead customer-facing responses for high-stakes issues. You will coordinate with R&D to investigate concerns, translate technical findings into clear communications for executives, and own engagements from start to formal close-out.

Role requires 5–7 years in technical, customer-facing roles, strong executive communication, and a proven ability to drive cross-functional collaboration in cybersecurity environments.

Qualifications

• 5–7 years customer-facing experience in a technical role with escalation experience.
• Sufficient technical fluency with Abnormal's detection architecture.
• Proven success in leading de-escalations for strategic customers.
• Strong understanding of customer lifecycle and support workflows.
• Excellent verbal and written communication, including executive-level communication.
• Ability to manage multi-week engagements through to resolution.
• Strong cross-functional trust with technical teams.
• Empathy-driven, customer-first orientation.
• Experience in Cybersecurity.

Responsibilities

• Serve as the customer-facing owner for high-stakes technical situations.
• Coordinate with R&D and other teams to investigate concerns.
• Translate findings into clear communication for stakeholders up to executives.
• Own the engagement from investigation to formal close-out.
• Set and hold timeline expectations with customers.
• Track outcomes across engagements to identify recurring themes.
• Build and drive the Critical Situation Management process and playbooks.

Skills

Customer-facing

Technical fluency

Escalation mgmt

Executive comms

Cross-functional

Cybersecurity

Tools

Investigation tooling

Job description

Abnormal is seeking a Critical Situation Manager to lead customer-facing responses for high-stakes issues. You will coordinate with R&D to investigate concerns, translate technical findings into clear communications for executives, and own engagements from start to formal close-out.

Role requires 5–7 years in technical, customer-facing roles, strong executive communication, and a proven ability to drive cross-functional collaboration in cybersecurity environments.