Digital Customer Success Manager

Abnormal

2d•$95,200 - $112,000

About The Position

As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform. You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey.

Requirements

2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
Candidates must reside in the Mountain (MST) or Central (CST) time zone.
Proven ability to drive adoption, retention, and growth through digital strategies
Strong analytical skills with experience interpreting customer health and usage data
Excellent written and verbal communication skills for both digital and live customer interactions
Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
Knowledge of SaaS customer lifecycle stages and strategies for digital engagement

Nice To Haves

Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
Experienced in digital lifecycle management and scaling engagement through campaigns or automation
Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused

Responsibilities

Manage a portfolio of 500–600 customers through digital-first engagement strategies
Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
Monitor customer health and usage data to identify risks and take proactive actions
Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
Partner with Renewal Managers on retention strategies for at-risk accounts
Surface insights and adoption trends to inform product roadmap, content, and digital programs
Contribute to playbooks, automation models, and scalable best practices for digital success