Customer Success Manager

Who you are

• Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
• Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
• Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
• Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
• Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
• Proven track record of driving product adoption and supporting long-term customer growth
• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Technical proficiency related to internet technologies, networking, and email security products
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience

What the job involves

• As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery.
• You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning.
• You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements.
• Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention
• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

The application process

• We review every submission and typically respond within two weeks

Benefits

• Healthcare
• Flexible PTO
• 401k
• One Medical
• Flexible Spending Account
• Mental Health Resources
• Home Office Stipend
• Monthly Internet & Phone Stipend
• Health and Wellness Stipend