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Salary: USD 107,100 - 154,000 / annual
Abnormal AI is seeking a Critical Situation Manager to own customer-facing responses when significant efficacy or product concerns shake customer trust in the platform. This role serves as the primary point of contact for high-stakes technical escalations, coordinating investigations across R&D and technical teams while translating complex findings into clear, confidence-restoring customer communication.
Key responsibilities include assessing incoming situations to determine appropriate response levels, coordinating cross-functional investigations with R&D teams, and translating technical findings into executive-level customer communication. You will own the complete engagement arc from initial assignment through formal resolution and close-out, setting and maintaining timeline expectations throughout. The role also involves tracking outcomes across engagements to identify recurring themes that inform product and process improvements, and building playbooks for handling common escalation scenarios.
The ideal candidate brings 5-7 years of customer-facing technical experience in roles such as Technical Account Manager, Sales Engineer, or Support Engineer within enterprise SaaS or cybersecurity environments. You must demonstrate sufficient technical fluency in detection architecture and investigation tooling to engage credibly with both R&D and customers without requiring a technical translator. A proven track record of leading de-escalations for complex, strategic customers is essential, along with strong judgment in assessing appropriate response levels.
Required qualifications include excellent verbal and written communication skills (including executive-level communication), strong organizational abilities to manage multiple high-stakes issues simultaneously, and demonstrated ability to build cross-functional trust quickly with technical teams outside your direct reporting line. You must have a customer-first orientation with empathy-driven decision-making and a bias for action. Cybersecurity experience is required. This role is fully remote within the US.
