# Critical Situation Manager at Abnormal

- Company: Abnormal
- What the company does: Abnormal AI is a behavioral AI security platform that protects email, identity, and AI—and stops insider threats. Trusted by 5,000 organizations. Backed by Greylock, Insight and Menlo.
- Company website: https://abnormal.ai/
- Type: Startups (AI role)
- Level: Senior
- Location: Remote - USA
- Work setup: Remote
- Posted: 2026-08-17
- Apply by: 2026-10-08
- Apply: https://abnormal.ai/careers/jobs/7872122003?gh_jid=7872122003
- Page: https://www.1752.vc/careers/jobs/abnormal-critical-situation-manager/

## About the role

The Critical Situation Manager owns the customer-facing response when a customer's trust in the platform has been shaken by a significant efficacy or product concern. This role engages when a customer's feedback is substantive and requires a coordinated investigation and response from R&D and other technical teams.

## What they're looking for

- 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles) with a proven track record in managing escalations
- Sufficient technical fluency in Abnormal's detection architecture and investigation tooling to engage credibly with both R&D and customers without a technical translator
- Demonstrated success in leading de-escalations for complex, strategic customers, and strong judgment in assessing the right level of response to a customer concern
- Strong understanding of customer lifecycle, support workflows, and escalation management best practices
- Excellent verbal and written communication skills, including executive-level communication with customers and internal stakeholders
- Comfort owning complex, multi-week engagements through to resolution, not just leading an initial call

Tags: Professional Services & Deployment