Sr. Customer Success Manager, Enterprise (Northwest)

13 hours, 20 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 across a portfolio of mid-market and enterprise accounts.
  • Lead success planning and deliver QBRs/EBRs aligned to customer goals and platform capabilities.
  • Drive platform adoption and feature engagement through best practices, enablement, and education.
  • Monitor account health with data-driven insights and proactively lead risk mitigation efforts.
  • Resolve complex escalations with timely communication and a focus on long-term customer trust.
  • Collaborate with Sales, Engineering, and Support to support renewal and expansion outcomes.
  • Represent the customer voice internally and provide structured feedback to Product and other teams.
  • Support knowledge sharing and contribute to internal process development or 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 with 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.
  • Ability to operate independently and navigate strategic accounts with minimal oversight.
  • Comfort working in dynamic, fast-paced environments with a proactive, continuous-improvement mindset.

Benefits

  • Base salary range of $139,440 to $164,000 USD.
  • Eligible for bonus or incentive compensation.
  • Eligible for equity.
  • Comprehensive benefits package.
  • Equal opportunity employer consideration for qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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