Senior Critical Situation Manager — SaaS & Cybersecurity

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

Job summary

Abnormal AI, Inc. is seeking a Critical Situation Manager to own customer-facing responses when trust in the platform is shaken by significant efficacy or product concerns.

You will lead cross-functional investigations with R&D and other technical teams to restore confidence and coordinate a clear action plan for customers. You are a skilled communicator who translates technical findings into concise, credible updates for customer stakeholders, up to executives, and you own the engagement from

Qualifications

• 5-7 years of customer-facing experience in a technical role within enterprise SaaS or cybersecurity environments.
• Proven track record in managing escalations and de-escalations.
• Strong verbal and written communication skills, including executive-level updates.
• Ability to navigate cross-functional teams (R&D, Product, Engineering, Support).
• Experience with cybersecurity concepts and detection architectures is required.

Responsibilities

• Serve as the customer-facing owner for high-stakes technical situations requiring platform restoration of trust.
• Assess incoming situations and determine appropriate response level, from explanations to full investigations.
• Coordinate with R&D and technical teams to investigate reported concerns and translate feedback into actionable requests.
• Translate technical findings into clear, credible communication for customers and executives.
• Own the engagement from initial assignment through resolution and formal close-out with the customer.
• Set and manage timelines to ensure continuous communication with customers.
• Track outcomes and recurring themes to inform product and process improvements.
• Build and drive Critical Situation Management processes and playbooks for common scenarios.

Skills

Escalation management

Cybersecurity

Executive communication

Cross-functional collaboration

Enterprise SaaS

Job description

Abnormal AI, Inc. is seeking a Critical Situation Manager to own customer-facing responses when trust in the platform is shaken by significant efficacy or product concerns.

You will lead cross-functional investigations with R&D and other technical teams to restore confidence and coordinate a clear action plan for customers. You are a skilled communicator who translates technical findings into concise, credible updates for customer stakeholders, up to executives, and you own the engagement from