Senior Customer Success Manager, TOLA (Spanish speaking)

1 month ago
Full-time
Lead
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

  • Independently manage strategic customer relationships post-sale with a focus on adoption, retention, and value delivery
  • Lead outcome-oriented QBRs/EBRs and develop success plans that align customer goals with platform capabilities
  • Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
  • Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
  • Resolve complex escalations with timely, clear communication focused on long-term customer trust and satisfaction
  • Collaborate with Sales, Engineering, Product, and Support to influence renewal and expansion outcomes
  • Represent the customer voice internally by providing structured feedback to Product and other teams
  • Support knowledge sharing, contribute to internal process development, and mentor where relevant
  • Travel up to 25% for customer meetings and events

Requirements

  • 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, Technical Account Management, or support roles
  • Proven track record managing complex customer relationships, including executive-level stakeholders
  • Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
  • Technical familiarity with internet and networking technologies; experience with security products is a plus
  • Proficiency with CRM and support tools such as Salesforce and Jira
  • Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
  • Fluent in Spanish

Benefits

  • Base salary range: $139,440—$164,000 USD
  • Eligible for bonus
  • Eligible for restricted stock units (RSUs)
  • Access to company benefits (health and other standard employee benefits)

Interested in this position?

Apply directly on the company website

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