Senior Customer Success Manager, Enterprise (New England)

13 hours, 5 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

  • Serve as the primary voice of the customer and provide internal feedback to improve customer value and retention.
  • Schedule, prepare, and deliver customer business reviews focused on demonstrating ROI and supporting renewals and expansion.
  • Drive customer adoption of key platform features and best practices to maximize ROI, satisfaction, and growth.
  • Maintain deep knowledge of the product and roadmap to guide customers toward successful use of the platform.
  • Educate customers on relevant features and functionality based on their specific requirements.
  • Understand customer industry trends, business challenges, and use cases related to email security.
  • Build and nurture trusted advisor relationships with senior stakeholders, including executive-level decision makers.
  • Develop and maintain customer success plans with clear success metrics and future-state needs.
  • Monitor customer health, proactively identify risks, and recommend remediation actions before issues escalate.
  • Partner cross-functionally with account, support, sales engineering, product, engineering, and services teams to resolve issues and support renewals and expansion.

Requirements

  • 5+ years of experience in a Customer Success Manager capacity.
  • 6+ years of experience in an enterprise SaaS product support environment.
  • Experience building long-lasting executive-level relationships, including with CISOs and CIOs at Fortune 500 companies.
  • Strong ability to assess inputs across Support, Product, and Engineering and translate them into scalable solutions and clear customer communications.
  • Strong analytical and organizational skills, including the ability to evaluate customer ROI.
  • Excellent written, spoken, and presentation communication skills across all organizational levels.
  • Proven ability to introduce new product features, review best practices, and follow up to drive adoption.
  • Strong technical troubleshooting skills, with prior support or solutions engineering experience preferred.
  • Experience with internet and networking technologies, including email security products.
  • Experience using case management systems and CRM tools such as SFDC and JIRA.
  • Bachelor of Science in Computer Engineering, Computer Science, or Electronics and Communications Engineering, or equivalent work experience.
  • Non-graduates with strong communication skills and strong technical knowledge are also considered.

Benefits

  • Base salary range of $139,440 to $164,000 USD.
  • Eligibility for bonus or incentive compensation.
  • Eligibility for equity.
  • Comprehensive benefits package.
  • Compensation is determined based on skills, experience, qualifications, and geographic location.

Interested in this position?

Apply directly on the company website

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