Critical Situation Manager

Accountabilities

• • Serve as the primary customer-facing owner for high-stakes technical situations where customer confidence or trust needs to be restored.
  • Assess incoming concerns and determine the appropriate response, ranging from targeted clarification to a comprehensive cross-functional investigation.
  • Coordinate investigations with R&D, Engineering, Product, Support, Customer Success, and other technical teams, translating customer feedback into precise and actionable investigation requests.
  • Communicate technical findings clearly and credibly to customers, including senior and executive-level stakeholders, while maintaining transparency and confidence throughout the engagement.
  • Own each critical situation end to end, from initial assignment and investigation through resolution, customer communication, and formal close-out.
  • Establish and manage customer-facing timelines, ensuring consistent communication and preventing gaps throughout potentially multi-week engagements.
  • Lead de-escalation efforts for complex and strategic customers, applying sound judgment to determine priorities, response levels, and appropriate escalation paths.
  • Track engagement outcomes and identify recurring themes that can inform product enhancements, support improvements, and broader operational initiatives.
  • Build and continuously improve the critical situation management process, including playbooks and repeatable approaches for common escalation scenarios.
  • Build strong working relationships across technical and customer-facing teams, influencing stakeholders and driving action without relying on direct reporting authority.

  Requirements

  • 5–7 years of customer-facing experience in a technical role such as Technical Account Manager, Sales Engineer, Support Engineer, or a comparable position within enterprise SaaS or cybersecurity.
  • Demonstrated experience managing complex customer escalations and successfully leading de-escalation efforts for strategic or high-value accounts.
  • Professional experience in cybersecurity is required, with sufficient technical fluency to engage credibly with both customers and technical R&D teams.
  • Strong understanding of customer lifecycles, support workflows, escalation management, and best practices for resolving complex customer concerns.
  • Ability to navigate technical issues independently and translate complex findings into concise, understandable communication without relying on a technical intermediary.
  • Excellent written and verbal communication skills, including the ability to communicate effectively with executive-level customers and internal stakeholders.
  • Proven ability to own complex engagements over multiple weeks, maintaining accountability from initial investigation through final resolution rather than focusing only on individual interactions.
  • Strong organizational and prioritization skills, with the ability to manage several high-stakes situations simultaneously while maintaining urgency and attention to detail.
  • Demonstrated ability to establish trust quickly with cross-functional teams, including technical stakeholders outside of your direct reporting structure.
  • Empathy-driven, customer-first mindset combined with sound judgment, accountability, and a strong bias toward action.
  • Ability to influence, coordinate, and drive outcomes in a fast-paced environment where priorities and technical circumstances can evolve quickly.

  Benefits

  • Base salary: $107,100–$154,000 annually, with actual compensation determined by skills, experience, qualifications, and geographic location.
  • Eligibility for bonus or incentive compensation.
  • Equity participation.
  • Comprehensive employee benefits package.
  • Remote work opportunity within the United States.
  • Opportunity to work in a technically sophisticated enterprise cybersecurity environment.
  • Exposure to complex customer challenges and cross-functional collaboration across Customer Success, Product, Engineering, Support, and R&D.
  • Opportunity to help shape escalation-management processes and develop scalable playbooks for future customer situations.