Customer Escalation Manager

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October 22

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Abnormal Security

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Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

501 - 1000 employees

📋 Description

• 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

🎯 Requirements

• 10+ years of customer-facing experience in a technical role like 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 • Experience in Email Security is a nice to have

🏖️ Benefits

• Eligible for a bonus • Restricted stock units (RSUs) • Benefits