Customer Success Manager, Digital (Central)

Menlo Ventures; United States; Remote; USD 95,000 - 112,000; Full time

Job summary

A leading security company seeks a Digital Customer Success Manager to engage and manage a large portfolio of clients through data-driven strategies. Responsibilities include monitoring customer health, driving product adoption, and collaborating cross-functionally. The role is remote but candidates must reside in the US Central Time Zone to support customers efficiently.

Benefits

Bonus eligibility

Restricted stock units (RSUs)

Comprehensive benefits package

Qualifications

• Ability to manage a large-scale book of business through digital-first engagement strategies.
• Comfort in analyzing customer health metrics and engagement data.
• Experience working cross-functionally with Sales, Renewals, Product, and Support teams.

Responsibilities

• Manage a high-volume portfolio of 500–600 customers primarily through automated digital engagement strategies.
• Monitor customer health scores and engagement trends to optimize retention strategies.
• Collaborate with internal teams to refine digital engagement initiatives.

Skills

Data-Driven Decision-Making

Customer Engagement

Cross-Functional Collaboration

Problem-Solving

Communication

Job description

About the Role

As a Digital Customer Success Manager (CSM), you will be responsible for managing and engaging a high-volume customer base through scalable digital success programs. You will act as a trusted advisor, helping customers realize the full value of our platform while proactively addressing risks and driving retention.

This role requires strong data-driven decision-making, customer engagement, and cross-functional collaboration. You will work closely with internal teams to interpret customer insights, optimize engagement strategies, and enhance the digital customer journey.

We are a remote first company but you must be based in the US Central Time Zone to support customers in this region.

What you will do Customer Engagement & Value Realization

• Manage a high-volume portfolio of 500–600 customers primarily through automated and digital engagement strategies.
• Deliver digital QBRs, ensuring customers understand product value and best practices for maximizing ROI.
• Monitor customer health scores and engagement trends to proactively address risks and optimize retention strategies.
• Drive product adoption by analyzing customer usage data and recommending tailored engagement strategies.
• Increase participation in webinars, training, and automated reporting programs to enhance self-service success.

Data & Insights-Driven Strategy

• Leverage analytics and customer feedback to identify trends, pain points, and opportunities for improvement.
• Partner with the Digital Program Strategy team to inform and refine digital engagement initiatives.
• Contribute to the development of scalable playbooks and automation strategies for digital success.

Cross-Functional Collaboration

• Work closely with Sales, Renewals, Support, and Product teams to ensure customer needs are met.
• Provide customer insights and recommendations to help shape product enhancements and go-to-market strategies.
• Align with internal teams on risk mitigation strategies, ensuring a proactive approach to customer retention.

Triage & Risk Mitigation

• Identify early warning signs of customer disengagement and work cross-functionally to implement intervention strategies.
• Actively monitor support cases, feature requests, and other risk factors to proactively de-escalate potential issues.

Product Knowledge & Advocacy

• Maintain a strong understanding of the product and roadmap to guide customers effectively.
• Educate customers on key features and functionality to drive self-sufficiency and long-term success.
• Act as thevoice of the customer, providing insights that help influence product development and roadmap decisions.

Must Haves

• Customer Success & Engagement: Ability to manage a large-scale book of business through digital-first engagement strategies.
• Data & Analytics: Comfort in analyzing customer health metrics, campaign insights, and engagement data to drive proactive actions.
• Strong Communication: Exceptional written and verbal communication skills for customer interactions, presentations, and internal collaboration.
• Problem-Solving & Risk Mitigation: Ability to identify risks early, provide solutions, and escalate efficiently when needed.
• Collaboration & Stakeholder Management: Experience working cross-functionally with Sales, Renewals, Product, and Support teams to drive customer success.
• Technical Aptitude & Product Knowledge: Comfortable learning and articulating technical product features, with the ability to educate customers on best practices.
• Process & Automation Optimization: Understanding of digital touch models, automation strategies, and scalable CS initiatives.

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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. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.

Base salary range: $95,200 — $112,000 USD

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 pleaseclick here . If you would like more information on your EEO rights under the law, pleaseclick here .