Senior Customer Success Manager, Enterprise (North Central)

12 hours, 14 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

  • Manage strategic post-sale customer relationships with minimal oversight, focusing on adoption, retention, and value delivery.
  • Lead success planning and deliver outcome-oriented QBRs/EBRs that align customer goals with platform capabilities.
  • Drive platform adoption and feature engagement through best practices, enablement, and customer education.
  • Monitor account health using data-driven insights and proactively identify and mitigate risk.
  • Resolve complex customer escalations with timely communication and a focus on long-term trust and satisfaction.
  • Collaborate cross-functionally with Sales, Engineering, and Support to influence renewal and expansion outcomes.
  • Represent the customer voice internally and provide structured feedback to Product and other teams.
  • Contribute to internal process development, knowledge sharing, and mentoring as needed.

Requirements

  • 8+ years of experience in enterprise SaaS, including at least 3 years in Customer Success, TAM, or support roles.
  • Proven experience managing complex customer relationships, including executive-level stakeholders.
  • Strong communication, analytical, and problem-solving skills with a focus on measurable outcomes.
  • Technical familiarity with internet and networking technologies.
  • Experience with security products is a plus.
  • Proficiency in CRM and support tools such as Salesforce and Jira.
  • Bachelor’s degree in a technical field such as Computer Science or Engineering, or equivalent professional experience.
  • Comfort operating independently in strategic accounts and aligning customer needs with business goals.
  • Adaptability and a proactive mindset in fast-paced, dynamic environments.

Benefits

  • Base salary range of $139,440 to $164,000 USD.
  • Eligibility for bonus or incentive compensation.
  • Equity may be included.
  • Comprehensive benefits package.

Interested in this position?

Apply directly on the company website

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