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Abnormal AI · 2 months ago

Sr. Customer Escalation Manager

United States

Full-time

Remote

Mid, Senior Level

$128K/yr - $150K/yr

5+ years exp

Abnormal Security is a company focused on cybersecurity solutions, and they are seeking a Senior Customer Escalation Manager. In this role, you will lead efforts to de-escalate high-risk accounts and ensure customer satisfaction by navigating complex challenges and collaborating with cross-functional teams.

Artificial Intelligence (AI)Cyber SecurityEmailInformation TechnologyNetwork Security

Responsibilities

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

Qualification

Customer escalation managementCybersecurity experienceTechnical Account ManagementProject managementEmpathy-driven orientationCross-functional collaborationCommunication skillsOrganizational skills

Required

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