Critical Situation Manager

📋 Description

• Lead high-stakes escalations from assessment through resolution and close-out.
• Coordinate cross-functional investigations with R&D, Engineering, Product, Support, and
• Translate complex findings into clear, credible communication for customers and executives.
• Own engagements end-to-end, managing timelines and multi-week engagements.
• Build scalable escalation processes and playbooks for future incidents.

🎯 Requirements

• 5–7 years of customer-facing experience in a technical role (enterprise SaaS or cybersecurity).
• Proven track record managing complex customer escalations and de-escalations for strategic accounts.
• Professional experience in cybersecurity with technical fluency.
• Strong understanding of customer lifecycles, support workflows, and escalation best practices.
• Ability to translate findings into concise, non-technical communication for diverse stakeholders.
• Excellent written and verbal communication, with ability to engage executive customers.

🎁 Benefits

• Base salary: $107,100–$154,000 annually (depends on location and qualifications).
• Eligibility for bonus or incentive compensation.
• Equity participation and comprehensive benefits package.
• Remote work opportunity within the United States.
• Exposure to a sophisticated enterprise cybersecurity environment.
• Opportunity to shape escalation-management processes and playbooks.