Abnormal Security · 9 hours ago

Customer Success Manager, Digital (US East)

United States

Full-time

Remote

Entry, Mid Level

$95K/yr - $112K/yr

2+ years exp

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Responsibilities

Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer 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 manage a large portfolio of business

Proactively monitor customer usage patterns and provide recommendations for optimizing the automated customer journey to help ensure customer retention and satisfaction, and engage with the customer to address concerns and maximize value realization.

Actively gather feedback through surveys, interviews, and regular interactions, analyze the 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 to reach out to customers before risks or issues

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

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.

Maintain 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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementEnterprise SaaS experienceExecutive relationship buildingTechnical troubleshootingCase management systemsCRM experienceNetworking technologiesEmail security productsFinancial analysisStakeholder management

Required

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 with all levels of the organization - both internally and externally

Gather customer feedback and communicate insights to internal teams to inform product enhancements and feature developments.

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