Job description
About the Role
As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.
Who You Are
- Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals
- Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes
- Effective communicator with the ability to present complex ideas clearly across a range of audiences
- Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset
What You Will Do
- 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
Must Haves
- 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
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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.
