Critical Situation Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Critical Situation Manager based in the United States.

This is a high-impact, customer-facing role focused on restoring trust when enterprise customers encounter significant technical or product concerns.
You will lead complex escalations from initial assessment through investigation, resolution, and formal close-out.
The role sits at the intersection of customer success, cybersecurity, engineering, product, and technical support.
You will translate complex technical findings into clear, credible communication for both operational and executive stakeholders.
Success requires strong judgment, technical fluency, empathy, and the ability to mobilize teams without direct authority.
You will also help strengthen escalation processes, identify recurring issues, and develop playbooks that improve future customer outcomes.
This is an opportunity to take ownership of high-stakes engagements in a fast-moving enterprise cybersecurity environment.

• Serve as the primary customer-facing owner for high-stakes technical situations where customer confidence or trust needs to be restored.
• Assess incoming concerns and determine the appropriate response, ranging from targeted clarification to a comprehensive cross-functional investigation.
• Coordinate investigations with R&D, Engineering, Product, Support, Customer Success, and other technical teams, translating customer feedback into precise and actionable investigation requests.
• Communicate technical findings clearly and credibly to customers, including senior and executive-level stakeholders, while maintaining transparency and confidence throughout the engagement.
• Own each critical situation end to end, from initial assignment and investigation through resolution, customer communication, and formal close-out.
• Establish and manage customer-facing timelines, ensuring consistent communication and preventing gaps throughout potentially multi-week engagements.
• Lead de-escalation efforts for complex and strategic customers, applying sound judgment to determine priorities, response levels, and appropriate escalation paths.
• Track engagement outcomes and identify recurring themes that can inform product enhancements, support improvements, and broader operational initiatives.
• Build and continuously improve the critical situation management process, including playbooks and repeatable approaches for common escalation scenarios.
• Build strong working relationships across technical and customer-facing teams, influencing stakeholders and driving action without relying on direct reporting authority.

Requirements

• 5–7 years of customer-facing experience in a technical role such as Technical Account Manager, Sales Engineer, Support Engineer, or a comparable position within enterprise SaaS or cybersecurity.
• Demonstrated experience managing complex customer escalations and successfully leading de-escalation efforts for strategic or high-value accounts.
• Professional experience in cybersecurity is required, with sufficient technical fluency to engage credibly with both customers and technical R&D teams.
• Strong understanding of customer lifecycles, support workflows, escalation management, and best practices for resolving complex customer concerns.
• Ability to navigate technical issues independently and translate complex findings into concise, understandable communication without relying on a technical intermediary.
• Excellent written and verbal communication skills, including the ability to communicate effectively with executive-level customers and internal stakeholders.
• Proven ability to own complex engagements over multiple weeks, maintaining accountability from initial investigation through final resolution rather than focusing only on individual interactions.
• Strong organizational and prioritization skills, with the ability to manage several high-stakes situations simultaneously while maintaining urgency and attention to detail.
• Demonstrated ability to establish trust quickly with cross-functional teams, including technical stakeholders outside of your direct reporting structure.
• Empathy-driven, customer-first mindset combined with sound judgment, accountability, and a strong bias toward action.
• Ability to influence, coordinate, and drive outcomes in a fast-paced environment where priorities and technical circumstances can evolve quickly.

Benefits

• Base salary: $107,100–$154,000 annually, with actual compensation determined by skills, experience, qualifications, and geographic location.
• Eligibility for bonus or incentive compensation.
• Equity participation.
• Comprehensive employee benefits package.
• Remote work opportunity within the United States.
• Opportunity to work in a technically sophisticated enterprise cybersecurity environment.
• Exposure to complex customer challenges and cross-functional collaboration across Customer Success, Product, Engineering, Support, and R&D.
• Opportunity to help shape escalation-management processes and develop scalable playbooks for future customer situations.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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