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Digital Customer Success Manager, EMEA

2 hours, 58 minutes ago
United Kingdom
Full-time
Junior
Customer Success Manager
Customer and Technical Support
CRM JIRA Salesforce
Apply Now
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
View All Jobs 91

Description

  • Serve as the voice of the customer by identifying trends across the customer base and recommending scalable actions to improve value and retention.
  • Act as the primary interface between customers and internal teams, setting expectations and advocating for customer needs.
  • Monitor customer health, usage patterns, and risk signals to proactively identify churn risk and trigger outreach before issues escalate.
  • Use customer feedback, surveys, in-product interactions, and digital campaigns to identify trends and share insights with internal teams.
  • Collaborate with Account Executives, Sales Engineers, Support Engineers, Renewal Managers, Product, Engineering, and Support to coordinate retention and expansion efforts.
  • Assess customer issues quickly and translate cross-functional inputs into clear customer narratives and scalable solutions.
  • Design, refine, and optimize the automated customer journey and scalable digital touchpoints to drive retention, satisfaction, and value realization.
  • Increase customer adoption of key platform features and best practices to maximize ROI, retention, satisfaction, and growth.
  • Educate customers on relevant features and functionality based on their specific requirements.
  • Coordinate 1:many and 1:1 customer engagements and ensure internal and external commitments are met.

Requirements

  • 2+ years of experience in a Customer Success Manager role.
  • 3+ years of experience in an enterprise SaaS product support environment.
  • Strong written, spoken, and presentation skills with the ability to communicate effectively across diverse customer segments and internal stakeholders.
  • Experience using case management systems and CRM tools such as SFDC and JIRA.
  • Previous experience in CSP is a bonus.
  • Bachelor of Science in Computer Engineering, Computer Science, or Electronics and Communications Engineering, or equivalent non-degree experience with strong communication and technical knowledge.
  • Strong analytical and organizational skills.
  • Ability to manage a high-volume, scaled portfolio of customers.
  • Ability to gather and synthesize customer feedback into actionable recommendations for product enhancements and feature development.

Interested in this position?

Apply directly on the company website

Apply Now

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