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Abnormal AI is seeking a Customer Success Manager for the UK and Ireland region to serve as the primary interface between enterprise customers and internal teams. You will be responsible for ensuring customers realize full value from the platform, acting as their trusted advisor on email security and threat prevention.
Key responsibilities include: establishing and maintaining success criteria with measurable outcomes; driving adoption of platform best practices to optimize ROI; conducting business reviews that demonstrate value and support renewals/expansion; educating customers on relevant features and functionality; building strategic relationships with senior decision-makers including CISOs and CIOs at Fortune 500 companies; developing internal champions within customer organizations; proactively monitoring account health and de-escalating issues; and providing feedback to internal teams (Product, Engineering, Support) on customer needs and product enhancements.
You will manage the full customer lifecycle from onboarding through renewal and expansion, working cross-functionally with Account Executives, Sales Engineers, and Support teams. Success is measured by customer health scores, retention/growth rates, and the percentage of referenceable customers.
Required qualifications: 2+ years as a CSM with 5+ years in enterprise SaaS product support; proven track record building executive-level relationships at large organizations; strong technical troubleshooting skills with background in internet/networking technologies and email security products; experience with case management systems and CRMs (Salesforce, Jira); excellent written, verbal, and presentation skills; analytical ability to assess ROI and financial impact; Bachelor's degree in Computer Science, Computer Engineering, or Electronics/Communications Engineering (or equivalent work experience).
This is an individual contributor role focused on customer success and retention in a growing cybersecurity SaaS company.
