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Salary: USD 139,440 - 164,000 / annual
Abnormal AI is seeking a Senior Customer Success Manager to independently manage strategic customer relationships and drive long-term value realization across a portfolio of mid-market and enterprise accounts. In this role, you will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support teams.
Key responsibilities include managing strategic customer relationships post-sale with minimal oversight, delivering outcome-oriented quarterly and executive business reviews (QBRs/EBRs), and leading success planning to align customer goals with platform capabilities. You will drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments. Using data-driven insights, you'll monitor account health, proactively identify risks, and lead coordinated mitigation efforts. You'll resolve complex escalations with timely communication while maintaining long-term customer trust and satisfaction.
You will represent the customer voice internally, providing structured feedback to Product and other teams to influence renewal and expansion outcomes. Additionally, you'll support knowledge sharing and contribute to internal process development or mentoring where relevant.
Required qualifications include 8+ years of experience in enterprise SaaS with at least 3 years in Customer Success, TAM, or support roles. You must have a proven track record managing complex customer relationships, including executive-level stakeholders. Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes are essential. Technical familiarity with internet and networking technologies is required; experience with security products is a plus. You should be proficient in CRM and support tools such as Salesforce and Jira, and hold a Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience.
The ideal candidate is confident operating independently, comfortable managing technical and strategic issues, an effective communicator able to present complex ideas clearly across diverse audiences, and adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset.
