---
title: 'Critical Situation Manager at Abnormal'
canonical: 'https://feeny.ai/job/critical-situation-manager-abnormal-united-states-hgybbse2hm4s'
type: 'job'
last_seen: '2026-09-11'
---

# Critical Situation Manager at Abnormal

- **Company:** Abnormal
- **Location:** United States
- **Compensation:** $107k–$154k
- **Work type:** remote
- **Posted:** 2026-08-17
- **Last confirmed live:** 2026-09-11
- **Apply:** https://abnormal.ai/careers/jobs/7872122003?gh_jid=7872122003

## Job description

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. The Critical Situation Manager leads that investigation, translates technical findings into clear, confidence-restoring customer communication, and owns the engagement through to a formal resolution and close-out.

As a Critical Situation Manager, 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.  You have held roles such as Support Engineer, Sales Engineer, or Technical Account Manager in enterprise SaaS or cybersecurity environments, and this background enables you to navigate complex technical issues and customer relationships effectively.

The Critical Situation Manager will:

- Serve as the customer-facing owner for high-stakes technical situations where a customer's confidence in the platform needs to be restored.
- Assess incoming situations and determine the right level of response, from a clear explanation to a full cross-functional investigation.
- Coordinate with R&D and other technical teams to investigate customer-reported concerns, translating customer feedback into a precise, actionable investigation request.
- Translate technical findings back into clear, credible communication for customer stakeholders, up to and including executive audiences.
- Own the full arc of each engagement following the initial assignment, from investigation through resolution, and a formal close-out with the customer.
- Set and hold timeline expectations with customers throughout an engagement, ensuring no gaps in communication.
- Track outcomes and findings across engagements to identify recurring themes and inform product and process improvements.
- Build and drive the Critical Situation Management process and build playbooks for handling common scenarios

Must Haves

- 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.
- Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
- Demonstrated ability to build cross-functional trust quickly, including with technical teams outside your direct reporting line.
- Empathy-driven, customer-first orientation with a bias for action
- Experience in Cybersecurity is required

## #LI-MC2

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range: $107,100—$154,000 USD

A note on AI in our process: Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, 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.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please [click here](https://assets.contentstack.io/v3/assets/blt3a076cfd9753fa1f/blt9cbda641db7c0045/6a1e3d3a66aea075cd33e462/AAP_and_EEO_Statement.pdf). If you would like more information on your EEO rights under the law, please [click here](https://assets.contentstack.io/v3/assets/blt3a076cfd9753fa1f/blt4eb3a265cc7b1ca9/6a1e3d3bfe33e73c16ff026b/EEOC_Know_Your_Rights_Oct_30_2025.pdf).

## About Abnormal

## Company Overview
- **One-liner**: Abnormal Security uses behavioral AI to autonomously detect and stop sophisticated email attacks, account takeovers, and insider threats for enterprises.
- **Entity Type**: Private (Series D)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2018
- **Founders**: Evan Reiser (CEO) and Sanjay Jeyakumar (CTO)

## Core Business
- **Primary industry**: Cybersecurity (Cloud Email Security, Identity Security, AI Security)
- **Target customers**: B2B, Enterprise (over 25% of the Fortune 500)
- **Mission statement**: "Stop crime with AI and bring cybersecurity from the future to defenders today."

## Products & Services
- **Abnormal Behavioral Security Platform**: An AI-native, cloud-based platform that builds behavioral baselines for every user and entity in an organization to detect anomalies that indicate attacks.
  - **Email Security**: Autonomous detection and remediation of BEC, phishing, and account takeover attacks via API-based, cloud-native architecture. Deploys in 60 seconds with no MX changes.
  - **Identity Security**: Harden identities, detect compromise, and prevent insider threats by analyzing behavioral signals in real-time.
  - **Insider Threat**: Blocks fraudulent actors and malicious insiders by autonomously addressing anomalies.
  - **AI Security (Attune AI)**: Provides visibility and policy enforcement for all AI tools used within an organization, enabling AI governance.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (last reported Series D valuation was $2.6B in 2022)
- **Key Metric**: Over 25% of the Fortune 500 are customers. The company has stopped millions of attacks and saved billions in financial losses.
- **Notable Investors/Partners**: Insight Partners, Greylock Partners, Menlo Ventures, CrowdStrike Falcon Fund (strategic investor)
- **Growth Signals**: The company is AI-native from day one, with revenue growing rapidly. It is expanding its platform from email security into identity, insider threat, and AI governance. Headcount has grown significantly, and the company continues to hire across engineering, GTM, and operations.

## Competitive Advantages
- **Behavioral AI Moat**: Unlike signature-based or rules-based security tools, Abnormal builds a unique behavioral baseline for every organization and user. This allows it to detect novel attacks that no other vendor sees.
- **AI-Native Operations**: The company doesn't just build AI products—it runs its entire business (product, CS, finance, HR) with AI agents, compounding its speed of innovation.
- **Deep Enterprise Trust**: Over 25% of the Fortune 500 give Abnormal the authority to autonomously make security decisions, a level of trust very few vendors achieve.
- **Founding Team Origins**: Founders came from adtech (building anomaly-detection AI at scale) rather than traditional cybersecurity, giving them an outsider's perspective that led to the behavioral AI approach.

## Strategic Focus
- **Platform Expansion**: Moving beyond email security into identity, insider threat, and AI security, building a unified behavioral security platform.
- **AI-First Product Development**: Using AI agents to compress product development cycles from quarters to weeks, rapidly launching new products.
- **Operational Efficiency**: Embedding AI across every internal function to drive automation and efficiency, allowing the company to scale without linear headcount growth.
- **Market Leadership**: Capitalizing on the wave of AI-generated attacks to position behavioral AI as the only viable defense.

## Why Work Here
- **Remote-First Culture**: From day one, Abnormal has been remote-first. Employees have the choice to work from home, from hub offices, or from co-working spaces (WeWork). Async work is the default, with deliberate synchronous overlap time. [abnormal.ai](https://abnormal.ai/careers/culture)
- **High Autonomy, High Accountability**: No micromanagement. Clear expectations. Growth is based on impact, not tenure or title. "You don't wait your turn." [abnormal.ai](https://abnormal.ai/careers/culture)
- **AI-Native Work Environment**: Every employee, regardless of role, gets access to the best AI tools and is expected to use them. The company rebuilds work processes around what AI makes possible—not by bolting AI onto old workflows. [abnormal.ai](https://abnormal.ai/careers/culture)
- **Compressed Growth Timeline**: Because everything moves fast with AI, impact that would take quarters elsewhere happens in weeks. One person can do what used to take a team. Outsized impact is rewarded proportionally. [abnormal.ai](https://abnormal.ai/careers/culture)
- **Transparent and Direct Culture**: "We say what's true, even when it's uncomfortable." Leaders are accessible, teams share learnings openly, and new hires get real ownership immediately. [abnormal.ai](https://abnormal.ai/about)
- **Notable Perks**: Compensation is tied to impact, not role. The company offers flexibility as infrastructure, not a benefit. Employees see direct results from their work in a fast-growing, mission-driven company.

## Sources
1. [Abnormal AI - Official Website](https://abnormal.ai/)
2. [Abnormal AI - About Page](https://abnormal.ai/about)
3. [Abnormal AI - Careers & Culture](https://abnormal.ai/careers/culture)
4. [Abnormal AI - Open Roles](https://abnormal.ai/careers/open-roles)
5. [Abnormal AI - What We Are](https://abnormal.ai/about/what-we-are)
6. [Crunchbase - Abnormal Security](https://www.crunchbase.com/organization/abnormalsecurity)
7. [PitchBook - Abnormal Security](https://pitchbook.com/profiles/abnormal-security-168693-47)

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