Customer Success Manager, Enterprise (New York)

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Serve as the primary point of contact for assigned customers and own strategic relationships.
  • Guide onboarding, platform adoption, and customer success planning.
  • Deliver regular business reviews and communicate ROI, success metrics, and retention/expansion opportunities.
  • Understand customer industries, goals, and challenges to provide tailored recommendations.
  • Promote awareness and usage of key platform features and identify opportunities for expanded adoption.
  • Monitor customer health, manage escalations, and coordinate issue resolution with internal teams.
  • Collaborate with Product, Engineering, Support, and Sales to share insights and resolve customer issues.
  • Maintain knowledge of the product roadmap and communicate updates and enhancements to customers.
  • Develop and execute customer success plans and address risks before they affect satisfaction.

Requirements

  • 5+ years of experience in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles.
  • Experience managing large customer portfolios and building long-term executive-level relationships.
  • Strong communication, presentation, and organizational skills.
  • Experience resolving escalations while maintaining a positive customer experience.
  • Proficiency with CRM and case management tools such as Salesforce and Jira.
  • Technical proficiency in internet technologies, networking, and email security products.
  • Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
  • Action-oriented, analytical, and collaborative approach to customer success (preferred traits).
  • Proven track record of driving product adoption and supporting long-term customer growth.

Benefits

  • Base salary range of $119,040 to $140,000 USD.
  • Eligible for bonus or incentive compensation.
  • Eligible for equity.
  • Comprehensive benefits package.

Interested in this position?

Apply directly on the company website

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