About You

As a Digital CSM, you are passionate about creating and sustaining happy customers that realize full value from the platform and partnership across a large portfolio of customers.  You have strong communication and prioritization skills andare passionate about solving customer problems at scale, while acting as a trusted advisor through both direct and digital engagement.Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at:  setting clear expectation internally and externally, acting as a customer advocate, using quantifiable data and customer health to proactively determine churn risk and de-escalate issues with scalable solutions.

In this job, you will bring these skills

• 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively at scale across diverse customer segments and internal stakeholders
• Gather and synthesize customer feedback across a broad customer base, translating insights into actionable recommendations for product enhancements and feature development
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA). Previous experience in CSP is a bonus.
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required

Role Responsibilities + Deliverables

Value Realization:

• Serve as the ‘voice of the customer’ by identifying trends across the customer base and providing scalable recommendations to maximize value and retention
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Strong analytical and organizational skills, with the ability to effectively manage a high-volume, scaled portfolio of customers
• Proactively monitor customer usage patterns and own the optimization of the automated customer journey, including designing and refining scalable digital touchpoints to drive retention, satisfaction, and value realization.
• Actively gather feedback through surveys, in-product interactions, and digital campaigns; analyze data to identify trends and improvement opportunities, and share insights with internal teams
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth in a scalable fashion.

Proactively monitor customer health signals and trigger scaled or targeted outreach to address risks before they escalateCross Functional Collaboration:

• Partner with the Abnormal AI Account Team (Account Executives, Sales Engineers, Support Engineers, Renewal Managers, etc.) to drive coordinated, data-informed strategies for retention and expansion across a scaled customer base

Triage and Risk Mitigation:

• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
• Coordinate internal actions and facilitate customer engagements (both 1:many and 1:1 as needed) to address issues and ensure all commitments are met

Product Knowledge:

• Maintain a strong understanding of our product and roadmap to guide customers toward successful outcomes and inform scalable enablement strategies
• Educate customers on the most relevant features and functionality related to their specific requirements.

#LI-AA1

About the Role

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

What you will do

• 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

Must Haves

• 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
  
  
• Fluency in French is required

#LI-EM3

About the Role

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

What you will do

• 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

Must Haves

• 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

#LI-EM3

About You

As a Sr. CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable customers that realize full value from the platform and partnership.  You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor.  

Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at:  ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests.

In this job, you will bring these skills

• 5+ years experience in a CSM capacity, with 6+ yrs. experience in an enterprise SaaS product support environment
• Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
• Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
• Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Previous experience with Internet and networking technologies and products, including email security products 
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required 

Role Responsibilities + Deliverables

Value Realization:

• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
• Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion.
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.

Product Knowledge:

• Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score.
• Educate customers on the most relevant features and functionality related to their specific requirements.

Relationship Building:

• Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal.
• With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
• Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience.

Account Success Planning:

• Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals.
• Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics).
• Proactively monitor customer health to reach out to customers before risks or issues
• escalate and identify remediation options.

Cross Functional Collaboration:

• Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage.

Triage and Risk Mitigation:

• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
• Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.

#LI-MC2