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Salary: USD 95,200 - 112,000 / annual
Abnormal AI is seeking a Digital Customer Success Manager to manage a high-volume customer portfolio of 500–600 accounts through scalable, digital-first engagement strategies. In this role, you will drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from the platform.
Key responsibilities include designing and executing targeted digital campaigns (nurtures, surveys, adoption programs) aligned with customer lifecycle stages; monitoring customer health and usage data to identify risks and opportunities; delivering digital QBRs, EBRs, and webinars to showcase ROI and strengthen engagement; and partnering with Renewal Managers on retention strategies for at-risk accounts. You will act as a trusted advisor, using data and customer feedback to influence product, program, and content improvements across the digital journey.
You will also contribute to playbooks, automation models, and scalable best practices for digital success, and surface adoption trends and insights to inform the product roadmap and internal teams.
Required qualifications: 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles; proven ability to drive adoption, retention, and growth through digital strategies; strong analytical skills with experience interpreting customer health and usage data; excellent written and verbal communication skills for both digital and live customer interactions; familiarity with CRM and customer success platforms (Salesforce, Gainsight, Totango); and knowledge of SaaS customer lifecycle stages and digital engagement strategies. Must reside in Mountain (MST) or Central (CST) time zones.
