Manager, Technical Release Manager
1Password
SDLC
Customer Escalation Manager
Abnormal Security
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $127,500 - $150,000 per year
Job Level
SeniorLead
Tech Stack
Cyber Security
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
escalation managementproject managementcustomer lifecyclesupport workflowsde-escalation strategiesanalytical skillsreportingplaybook developmentcross-functional collaborationtimelines management
Soft skills
communication skillsorganizational skillsstrategic thinkingempathycalm under pressurecustomer-first orientationinfluenceaccountabilitytrust buildingcoaching
