Senior Customer Escalation Manager, Abnormal Security

• You have deep experience working with tier 1 cybersecurity organizations, with a history of holding hands-on roles such as Technical Account Manager, Sales Engineer, or Support Engineer in enterprise SaaS or cybersecurity environments. This background enables you to navigate complex technical issues and customer relationships effectively
• 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
• Demonstrated success in leading de-escalations for complex, strategic customers
• 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
• Ability to remain calm, credible, and strategic under pressure
• Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
• Experience collaborating with cross-functional teams including Engineering, TAMs, Product, Support, and Sales
• Empathy-driven, customer-first orientation with a bias for action
• Experience in Cybersecurity is required

Desirable

• As a Customer Escalation Manager, you will act as the quarterback for de-escalating high-risk accounts, owning the path-to-green for critical situations
• You are a skilled communicator who thrives at 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
• Your leadership and organizational skills will ensure that escalations are handled with urgency, transparency, and accountability
• Act as the primary quarterback for red/yellow account escalations, driving alignment on the path-to-green and ensuring resolution
• Develop a deep understanding of the customer’s relationship, complaints, and business context to influence the right plays internally
• Lead structured de-escalation plans, assigning responsibilities across CSMs, TAMs, Engineering, and Product, and tracking follow-through to closure
• Own communication with executives (both customer and internal) during critical escalations, ensuring transparency, accountability, and trust
• Maintain visibility into all critical account escalations and provide regular reporting to leadership
• Proactively identify systemic risks by analyzing escalation patterns and partnering with CS Ops to implement improvements
• Collaborate with the Director of TAM and CS/R&D/Support leadership to scale escalation processes and establish a repeatable Critical Account Program
• Contribute to post-escalation reviews and retrospectives to improve playbooks and prevent recurrence
• Serve as a trusted partner to CSMs and TAMs, coaching them on escalation handling and customer confidence restoration
• Proven project management skills, with the ability to structure complex issues, manage timelines, track deliverables, and drive accountability across teams

• As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process
• Urther, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer
• All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards