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Abnormal AI is seeking a Customer Success Manager for the UKI (UK & Ireland) region to drive customer value realization and retention for enterprise email security clients. In this role, you'll serve as the primary interface between customers and internal teams, acting as a trusted advisor to C-level stakeholders including CISOs and CIOs at Fortune 500 companies.
Key responsibilities include: establishing and maintaining clear success criteria with measurable outcomes; conducting business reviews that demonstrate ROI to drive renewals and expansion; driving adoption of platform features and best practices to maximize customer value; building and nurturing strategic relationships with executive-level contacts; developing internal customer champions; proactively monitoring account health and de-escalating issues before they become critical; and providing feedback to product and engineering teams on customer needs and enhancement requests.
You'll work cross-functionally with Account Executives, Sales Engineers, Support Engineers, and Product teams to ensure customers achieve their email security objectives and realize full value from the Abnormal platform. The role requires deep product knowledge, strong analytical skills to understand customer ROI, and the ability to communicate effectively across all organizational levels.
Required qualifications: 2+ years CSM experience with 5+ years in enterprise SaaS product support; proven track record building executive relationships at large organizations; strong technical troubleshooting skills (support or SE background); experience with email security and internet/networking technologies; proficiency with case management systems and CRMs (Salesforce, Jira); bachelor's degree in Computer Science/Engineering or equivalent work experience; excellent written, spoken, and presentation skills.
