MidMarket Customer Success Manager, Texas & Ohio Valley

2 hours, 12 minutes 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

  • Act as the primary point of contact for assigned customers and build strategic relationships.
  • Lead onboarding, platform adoption, and success planning to drive measurable customer outcomes.
  • Deliver regular business reviews (QBRs/EBRs) and communicate ROI, success metrics, and expansion opportunities.
  • Understand customer industries, goals, and challenges to tailor recommendations and align stakeholders.
  • Promote feature awareness and ongoing product education to expand platform usage.
  • Monitor customer health, manage escalations, and coordinate issue resolution with Product, Engineering, Support, and Sales.
  • Maintain expert knowledge of the product roadmap and share relevant updates with customers.
  • Develop and execute customer success plans that address risks before they affect engagement or satisfaction.
  • Provide actionable customer feedback to internal teams to inform product improvements.

Requirements

  • 5+ years of experience in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles.
  • Proven ability to manage large customer portfolios and build long-term executive-level relationships.
  • Excellent communication, presentation, and organizational skills.
  • Strong problem-solving skills and experience resolving escalations while preserving a positive customer experience.
  • Proficiency with CRM and case management tools such as Salesforce and Jira.
  • Technical understanding of internet technologies, networking, and email security products.
  • Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
  • Experience driving product adoption and supporting long-term customer growth.
  • Ability to handle both strategic discussions and technical conversations effectively.

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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