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Salary: USD 139,440 - 164,000 / annual
Abnormal AI is seeking a Senior Customer Success Manager to serve as a trusted advisor for strategic enterprise accounts in the email security and threat prevention space. You will drive customer value and retention by serving as the internal voice of the customer, preparing and delivering business reviews that demonstrate ROI, and securing renewals and expansion opportunities.
Key responsibilities include maintaining deep product expertise to guide customers toward adoption of key platform features and best practices; building and nurturing long-term relationships with senior decision-makers (CISOs, CIOs) at Fortune 500 companies; leading account success planning by engaging stakeholders to understand evolving security strategies and shaping success plans with clear metrics; and collaborating with internal teams (Account Executives, Sales Engineers, Support Engineers, Product) to ensure customer health, mitigate risks, and resolve issues proactively.
You will monitor customer usage trends, recommend risk mitigation actions, coordinate internal responses to customer issues, and develop referenceable customer relationships that drive high health scores and retention/growth.
Required qualifications: 5+ years as a CSM plus 8+ years in enterprise SaaS product support; proven track record building executive-level relationships at Fortune 500 companies with focus on retention and growth; strong troubleshooting skills with prior support or Sales Engineering experience; familiarity with internet/networking technologies and email security products; proficiency with case management systems and CRMs (Salesforce, Jira); Bachelor's degree in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent technical work experience.
