Customer Success Manager MidMarket, East

Abnormal

108d • $119,040 - $140,000

About The Position

As a Customer Success Manager at 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.

Requirements

• Minimum 2 years experience in a Customer Success role, with 5+ years in enterprise SaaS or product support environments
• 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

Responsibilities

• 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

Benefits

• Bonus eligibility
• Restricted stock units (RSUs)
• Individual compensation packages based on skills, experience, and qualifications

What This Job Offers

• Education Level: Bachelor's degree