Critical Situation Manager
Core
Owns customer-facing response and coordinated investigations for high-stakes technical situations where customer trust in the platform is shaken.
Role type
Senior customer success manager (technical escalations)
Builds
Customer confidence and resolution for enterprise SaaS/cybersecurity clients
Domain
Cybersecurity / Enterprise SaaS
Deliverable
client delivery
Required skills
Cross-functional leadership, technical fluency in detection architecture, executive communication, escalation management, process improvement, stakeholder trust building
Preferred skills
Background in Support Engineer, Sales Engineer, or Technical Account Manager roles
Technologies
Abnormal detection architecture, investigation tooling
Responsibilities
Lead cross-functional investigations into customer efficacy concerns, translate technical findings into clear customer communication, own engagements from assignment to formal close-out, set timeline expectations, track outcomes to inform product improvements, build playbooks for common scenarios
Seniority
Senior, hands-on IC