Senior Customer Success Manager, Strategic (East)

Abnormal

12d•$139,440 - $164,000

About The Position

As a Senior Customer Success Manager, you'll be passionate about ensuring customers are happy, successful, and see the full value of our platform. This role involves being a trusted advisor, building strong relationships, and helping customers achieve their goals. It means setting clear success metrics, driving platform adoption for optimal return on investment, educating on new features, proactively solving issues, and channeling customer feedback to product teams.

Requirements

5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment.
Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers.
Strong troubleshooting skills (prior support or Sales Engineering experience preferred).
Familiarity with Internet/networking technologies, including email security products.
Proficient with case management systems and CRMs (e.g., Salesforce, Jira).
Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.

Responsibilities

Serve as the "voice of the customer" internally, providing feedback to maximize value and retention.
Prepare and deliver Business Reviews focused on proving ROI to secure renewals and expansion.
Increase customer adoption of key platform features and best practices.
Continuously understand our product and roadmap to guide customers to success, boost their Adoption Score, and educate them on the most relevant features for their specific needs.
Understand customer industry trends, email security challenges, and potential use cases for Abnormal.
Establish a strategic, trusted advisor relationship with senior decision-makers, guiding them on best practices and developing internal champions for our platform.
Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics.
Collaborate with internal and external stakeholders to maintain Success Plans.
Proactively monitor customer health to address risks and issues before they escalate.
Partner closely with our internal Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion.
Monitor customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services).
Coordinate internal actions and customer calls to resolve case issues and meet all commitments.