Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing strategic customer relationships and ensuring value realization for mid-market and enterprise accounts at Abnormal AI.
Responsibilities:
- Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
- Deliver outcome-oriented QBRs/EBRs and lead success planning to 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 and a focus on long-term customer trust and satisfaction
- Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
- Represent the customer voice internally, providing structured feedback to Product and other teams
- Support knowledge sharing and contribute to internal process development or mentoring where relevant.
Requirements:
- 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, 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 in 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.
Benefits:
- Abnormal AI is an equal opportunity employer.
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