Strategic Customer Success Manager (Canada)

Abnormal Security; Canada; On-site; CAD 90,000 - 130,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager to act as the primary liaison between customers and internal teams, guiding onboarding, adoption, and value delivery across enterprise accounts.

You will build strategic relationships, deliver regular business reviews, and align on goals while identifying risks and opportunities to maximize ROI and retention. This role requires executive-level communication and cross-functional collaboration to drive measurable outcomes.

Qualifications

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles.
• Solid technical understanding of SaaS products, internet technologies, networking, and email security solutions.
• Strong communication skills for strategic and technical discussions.

Responsibilities

• Serve as the primary liaison between customers and internal teams for onboarding, adoption, and value delivery.
• Build and nurture customer relationships, align on business goals, and drive outcomes through adoption and strategic planning.
• Identify opportunities and risks to maximize customer investment and provide product feedback.
• Collaborate with cross-functional teams to maintain customer satisfaction and retention.
• Deliver regular business reviews (QBRs/EBRs) communicating ROI and alignment on success metrics.
• Understand customer industries, goals, and challenges to tailor recommendations and align stakeholders.
• Promote platform features, provide ongoing education, and expand adoption.
• Proactively monitor customer health, manage escalations, and share actionable insights with Product, Engineering, Support, and Sales.
• Maintain knowledge of product roadmap and communicate updates to customers.
• Coordinate with teams to develop and execute customer success plans addressing risks.

Skills

SaaS expertise

Internet technologies

Networking

Email security

Product adoption

Customer growth

Analytical thinking

Collaboration

Stakeholder management

Customer value

Customer satisfaction

Communication skills

Verbal communication

Written communication

Executive-level relationships

Time management

Education

Bachelor's degree in Computer Science / Engineering or related field

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager to act as the primary liaison between customers and internal teams, guiding onboarding, adoption, and value delivery across enterprise accounts.

You will build strategic relationships, deliver regular business reviews, and align on goals while identifying risks and opportunities to maximize ROI and retention. This role requires executive-level communication and cross-functional collaboration to drive measurable outcomes.