Customer Success Manager, Enterprise (Fed/SLED)

Abnormal

8d•$119,040 - $140,000

About The Position

As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.

Requirements

5+ years of Customer Success experience, ideally in enterprise SaaS
Proven track record managing executive relationships (CIO, CISO, or equivalent)
Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
Strong account management, strategic planning, problem-solving, and negotiation skills
Strong technical aptitude with enterprise software and networking technologies
Excellent communication and presentation skills, with the ability to lead executive-level discussions
Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

Nice To Haves

Experienced in enterprise SaaS product support environments
Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
Strategic thinker with strong account management, planning, and problem-solving skills
Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
Proficient with case management systems and CRMs (e.g., SFDC, JIRA)

Responsibilities

Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
Identify upsell and cross-sell opportunities based on customer needs and platform adoption
Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate