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 customer feedback is substantive and requires coordinated investigation and response from R&D and technical teams. You will lead investigations, translate technical findings into clear, confidence-restoring customer communication, and own engagement through to formal resolution and close-out.

You are a skilled communicator who thrives navigating complex customer challenges, influencing cross-functional teams, and restoring customer confidence. You bring a strong customer-first mindset, the ability to untangle technical and relationship issues, and the confidence to drive action across Customer Success, Product, Engineering, and Support.

Key Responsibilities

• Serve as the customer-facing owner for high-stakes technical situations where platform confidence needs restoration
• Assess incoming situations and determine the appropriate response level, from clear explanation to full cross-functional investigation
• Coordinate with R&D and technical teams to investigate customer-reported concerns, translating feedback into actionable investigation requests
• Translate technical findings into clear, credible communication for customer stakeholders, including executive audiences
• Own the full engagement arc from initial assignment through investigation, resolution, and formal customer close-out
• Set and maintain timeline expectations with customers, ensuring consistent communication throughout
• Track outcomes and findings across engagements to identify recurring themes and inform product and process improvements
• Build and drive the Critical Situation Management process, developing playbooks for common scenarios

Required Qualifications

• 5–7 years of customer-facing experience in a technical role (Technical Account Manager, Sales Engineer, Support Engineer, or related enterprise SaaS roles) with proven escalation management track record
• Technical fluency in detection architecture and investigation tooling sufficient to engage credibly with both R&D and customers without a technical translator
• Demonstrated success leading de-escalations for complex, strategic customers with strong judgment in assessing appropriate response levels
• Strong understanding of customer lifecycle, support workflows, and escalation management best practices

Salary Information

Editorial Market Estimate: $80,000–$130,000 USD annually. This is not employer-provided compensation and may vary by experience, location, and qualifications. Please confirm actual salary expectations with Abnormal AI during your interview process.