Digital Customer Success Manager

• As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform
• You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey
• Manage a portfolio of 500–600 customers through digital-first engagement strategies
• Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
• Monitor customer health and usage data to identify risks and take proactive actions
• Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
• Partner with Renewal Managers on retention strategies for at-risk accounts
• Surface insights and adoption trends to inform product roadmap, content, and digital programs
• Contribute to playbooks, automation models, and scalable best practices for digital success

Benefits

• Healthcare
• Flexible PTO
• 401k
• One Medical
• Flexible Spending Account
• Mental Health Resources
• Home Office Stipend
• Monthly Internet & Phone Stipend
• Health and Wellness Stipend- Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
• Experienced in digital lifecycle management and scaling engagement through campaigns or automation
• Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused
• Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
• Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
• Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
• Candidates must reside in the Mountain (MST) or Central (CST) time zone
• 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
• Strong analytical skills with experience interpreting customer health and usage data
• Excellent written and verbal communication skills for both digital and live customer interactions
• Proven ability to drive adoption, retention, and growth through digital strategies
• Knowledge of SaaS customer lifecycle stages and strategies for digital engagement