Customer Success Manager, Mid-Market Florida

Abnormal

6d•$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 feedback for product improvements. The role involves cross-functional collaboration and maintaining customer satisfaction and retention.

Requirements

At least 5 years of experience in enterprise SaaS, including at least 3 years in Customer Success, TAM, or support roles.
Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
Excellent communication, presentation, and organizational skills, with the ability to manage strategic and technical conversations.
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.
Ability to build trust and maintain relationships with stakeholders at various organizational levels, including executives.
Action-oriented, analytical, and collaborative approach to customer success and issue resolution.
Strong verbal and written communication skills.
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.

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), communicate ROI, and align on success metrics to support retention and expansion.
Understand customers’ industries, goals, and challenges; 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 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 affect engagement or satisfaction.