Critical Situation Manager

Abnormal is hiring a remote Critical Situation Manager to lead the customer-facing response to high-stakes technical and product situations involving strategic enterprise customers across the United States.

The Critical Situation Manager takes ownership when a significant product, efficacy, or technical concern has affected a customer’s confidence in Abnormal’s platform. You will coordinate investigations across R&D and other technical teams, translate customer concerns into precise investigation requirements, and communicate technical findings back to customers in a clear and credible way.

You will own each critical engagement from initial assignment through investigation, resolution, and formal customer close-out. Responsibilities include determining the appropriate response level, establishing and maintaining customer timelines, coordinating cross-functional technical investigations, communicating with customer stakeholders and executives, and ensuring there are no gaps in communication during complex multi-week engagements.

The role also focuses on improving Abnormal’s broader Critical Situation Management capability. You will track findings across customer engagements, identify recurring themes, develop repeatable processes and playbooks, and use lessons from escalations to inform product and operational improvements.

Candidates need 5–7 years of customer-facing experience in a technical role, such as Technical Account Management, Solutions/Sales Engineering, Support Engineering, or another enterprise SaaS technical position. A proven record managing customer escalations and de-escalating complex strategic accounts is required.

Cybersecurity experience is mandatory. Candidates also need sufficient technical fluency to work directly with Abnormal’s detection architecture and investigation tooling, along with strong knowledge of customer lifecycle management, support workflows, escalation practices, executive communication, and cross-functional technical collaboration.

The position has a stated U.S. base salary range of $107,100–$154,000 USD per year. The role may also qualify for bonus or incentive compensation, equity, and employee benefits.

Abnormal uses AI-assisted recruiting tools to help recruiters prepare for interviews by analyzing resumes and role requirements and suggesting interview questions or areas to explore. The employer states that these tools do not automatically screen candidates or make hiring decisions; final candidacy decisions are made by people. The hiring process also includes video interviews, identity validation, and pre-employment checks for successful candidates.