Customer Success Manager
About You
As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.
Who you are
- Experienced in enterprise SaaS product support environments
- Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
- Strategic thinker with strong account management, planning, and problem-solving skills
- Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
- Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
- Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
- Strong communicator with the ability to influence and engage executives and stakeholders at all levels
What you will do
- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate
What you will do
- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate
Must Haves
- 5+ years of Customer Success experience, ideally in enterprise SaaS
- Proven track record managing executive relationships (CIO, CISO, or equivalent)
- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
- Strong account management, strategic planning, problem-solving, and negotiation skills
- Strong technical aptitude with enterprise software and networking technologies
- Excellent communication and presentation skills, with the ability to lead executive-level discussions
- Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Lead digital-first lifecycle programs and manage a large customer portfolio to drive SaaS adoption, retention, and growth at Abnormal AI.
Lead the Identity Threat Defense product line at an AI-native cybersecurity company, owning strategy, execution, and a small team to detect and prevent account takeover and cloud email risks.
Constructor seeks a Retail Media Strategist to lead client onboarding, optimize campaign performance, and grow retail media revenue across its fully remote customer portfolio.
Lead customer success and audience activation for Definitive Healthcare’s Population Intelligence and Digital Audiences products, driving adoption, renewals, and agency-facing campaign performance.
Senior Technical Account Manager (Public Sector) to advise strategic government and education customers on Okta Workforce and Customer Identity solutions, drive technical adoption, and ensure compliance with federal standards.
Veolia is hiring an Account Manager in its CSM division to deliver technical chemical water treatment solutions, grow customer accounts, and drive measurable sustainability and asset-protection outcomes.
Lead customer success for Filigran’s Americas accounts by guiding onboarding, adoption, renewals and expansion for their open-source cyber threat platform.
Expeditors is seeking an Account Manager to manage key customer relationships, grow revenue, and serve as a trusted advisor across supply chain operations.
Serve as Onebrief’s on-site Operations Manager at CASCOM (Fort Lee), leading customer relationships, driving product adoption, and ensuring renewals across multi-star headquarters.
Experienced leader needed to oversee enterprise account management, expand strategic client relationships, and drive revenue growth for Equifax in a remote capacity.
Lead digital-first lifecycle programs and manage a large customer portfolio to drive SaaS adoption, retention, and growth at Abnormal AI.
Lead Amazon Seller and Vendor Central account strategy and execution for a fast-growing digital media agency while mentoring junior account managers and driving client results.
Vanta is hiring an Account Manager, Startups to grow and retain startup customers by driving expansion, managing renewals, and aligning Vanta’s security and compliance solutions to customer goals.
Experienced corporate-trust relationship manager needed to manage client relationships, support new business, and ensure operational and regulatory excellence for U.S. Bank’s Global Corporate Trust team.
Work as a field-facing Account Manager I for Guardant Health in the Orlando South territory, delivering client service and supporting oncology test operations and account growth.
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
