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Abnormal AI is seeking a Customer Success Manager to serve as the primary liaison between customers and internal teams. You will focus on successful onboarding, adoption, and ongoing value delivery for enterprise SaaS customers in the email and network security space.
In this role, 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 act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning. Key responsibilities include delivering regular business reviews (QBRs/EBRs) that clearly communicate ROI and align on success metrics to support retention and expansion.
You will understand customers' industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives. You will promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption. Proactively monitoring customer health, managing escalations, and collaborating with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights are core to the role.
You will maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers. You will coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction.
Required qualifications include 5+ years of enterprise SaaS experience with at least 3+ years in Customer Success, TAM, or support roles. You must have a proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level. Excellent communication, presentation, and organizational skills are essential, along with strong problem-solving abilities and experience resolving escalations while maintaining positive customer experience.
You should be proficient with CRM and case management tools such as Salesforce and Jira, with technical proficiency related to internet technologies, networking, and email security products. A Bachelor's degree in Computer Science, Engineering, or a related technical discipline (or equivalent practical experience) is required.
