Abnormal Security
Sr. Customer Escalation Manager
Abnormal Security, Myrtle Point, Oregon, United States, 97458
About the Role
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.
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.
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
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
Nice to Have
Experience in Email Security
What You Will Do
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
#LI‑ME1
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job‑related reasons.
Base salary range: $127,500 — $150,000 USD
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. If you would like more information on your EEO rights under the law, please click here.
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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.
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
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
Nice to Have
Experience in Email Security
What You Will Do
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
#LI‑ME1
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job‑related reasons.
Base salary range: $127,500 — $150,000 USD
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. If you would like more information on your EEO rights under the law, please click here.
#J-18808-Ljbffr