Job Description
About the Role
As a Customer Success Managerat Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention.
Who you are
Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
Proven track record of driving product adoption and supporting long-term customer growth
What you will do
Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
Must Haves
5+ years of Customer Success experience, ideally in enterprise SaaS
Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
Proficiency with CRM and case management tools such as Salesforce and Jira
Technical proficiency related to internet technologies, networking, and email security products
Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience
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At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
Base salary range:
$119,040—$140,000 USD
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
