Senior Customer Success Manager, TOLA (Spanish speaking)

Abnormal • San Francisco, CA

3d

About The Position

As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes Effective communicator with the ability to present complex ideas clearly across a range of audiences Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset

Requirements

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
• Proven track record managing complex customer relationships, including executive-level stakeholders
• Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
• Technical familiarity with internet and networking technologies; experience with security products is a plus
• Proficiency in CRM and support tools such as Salesforce and Jira
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
• Fluent in Spanish
• 25 % travel

Nice To Haves

• Technical familiarity with internet and networking technologies; experience with security products is a plus

Responsibilities

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
• Represent the customer voice internally, providing structured feedback to Product and other teams
• Support knowledge sharing and contribute to internal process development or mentoring where relevant

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level