Critical Accounts Program Manager

We are looking for a CAP Manager to join our team. This is a Remote US based role [EST Preferred], reporting to the Senior Manager, CAP & Incident Management in the Customer Success organization. In this critical, high-visibility leadership role, you will provide the highest level of escalation for critical customer situations that put the business relationship, account, or opportunity at risk. You will lead and manage the resolution of critical issues by building and executing comprehensive action plans, managing cross-functional alignment across product, services, and sales, and delivering strategic status communications up to the VP and C-suite level.

• →Ownership for driving progress and resolution of customer's critical issues per assigned geographic region
• →Develop and execute action plans in conjunction with cross-functional product development and management teams
• →Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level
• →Demonstrate strong judgment at risk management and problem mitigation, making timely decisions from both business and technical perspectives
• →Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process, and people

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Program or project management of critical issues in a cross-functional environment that includes working with sales, customers, and partners to resolve complex and critical issues
• Technical background in the security and/or networking space with the ability to speak to the product from an engineering level to a customer executive level
• Experience in customer-facing sales and/or services delivery roles with a focus on driving complex technical issues to closure
• BA/BS in computer science, engineering, information systems, or equivalent practical experience

• Experience leveraging AI-driven sentiment analysis, automated support insights, or predictive analytics to proactively identify, track, and mitigate high-risk customer escalations
• Experience as an Escalations Engineer, Technical Account Manager, Engineering Manager, or Customer Support Manager at an enterprise technology or SaaS company.
• Experience with Secure Service Edge, Zero Trust SASE, and/or Zero Trust Network Access products and solutions
• Master of Business Administration (MBA)

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