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Abnormal AI · 1 day ago

Senior Customer Success Manager, TOLA

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

Abnormal Security is seeking a Senior Customer Success Manager to independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. The role involves leading success planning, driving adoption and engagement, and collaborating cross-functionally to enhance customer satisfaction and account growth.

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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

Qualification

Customer Success ManagementEnterprise SaaS ExperienceCRM ProficiencyTechnical FamiliarityAnalytical SkillsCommunicationProblem-Solving SkillsAdaptability