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Salary: USD 139,440 - 164,000 / annual
Abnormal AI is seeking a Senior Customer Success Manager focused on the Federal/SLED (State, Local, Education) market. In this role, you will manage and grow a portfolio of enterprise customer relationships, acting as a trusted advisor to ensure their success and maximize value realization from the Abnormal platform.
Key responsibilities include:
- Portfolio Management: Own a defined set of accounts, driving ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver executive Business Reviews, prove ROI, and drive adoption of platform features
- Success Planning: Develop and execute strategic success plans aligned with customer goals; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers and drive feature adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Cross-functional Collaboration: Partner with Sales, Product, Engineering, and Support teams to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate
You will work with executive-level stakeholders (CIOs, CISOs, and equivalent) in the Federal/SLED space, managing complex, strategic accounts and driving measurable outcomes including renewals, health scores, and growth.
Requirements:
- 5+ years of Customer Success experience, ideally in enterprise SaaS
- Proven track record managing executive relationships (CIO, CISO, or equivalent)
- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
- Strong account management, strategic planning, problem-solving, and negotiation skills
- Strong technical aptitude with enterprise software and networking technologies
- Excellent communication and presentation skills, with ability to lead executive-level discussions
- Bachelor's degree in Computer Science, Engineering, or equivalent work experience
- Proficiency with case management systems and CRMs (e.g., Salesforce, JIRA)
- Knowledge of customer lifecycle management, journey mapping, touchpoints, and retention strategies
