Enterprise CSM: Executive Relationships + Equity

Abnormal

United States

Remote

USD 119,000 - 140,000

Full time

2 days ago

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Job summary

Abnormal AI is seeking a Customer Success Manager to serve as the primary liaison between customers and internal teams. You will lead onboarding, drive adoption, and deliver ongoing value, ensuring customers realize measurable outcomes and ROI.

You will build executive relationships, tailor success plans, and coordinate with Product, Engineering, Support, and Sales to support renewals and expansion. This role requires strategic thinking and strong communication across technical and business

Qualifications

5+ years in enterprise SaaS; at least 3+ years in CS, TAM, or support.
Proven ability to manage large customer portfolios and exec-level relationships.
Excellent communication, presentation, and organizational skills.
Proficiency with CRM and case management tools such as Salesforce and Jira.
Bachelor’s degree in CS, Engineering, or related technical discipline, or equivalent experience.

Responsibilities

Act as the primary liaison for assigned customers and guide platform adoption.
Deliver quarterly business reviews (QBRs) and demonstrate ROI.
Understand customer goals and align stakeholders on success metrics.
Promote platform features, provide ongoing education, and drive adoption.
Monitor customer health, manage escalations, and coordinate with teams to resolve issues.
Maintain up-to-date knowledge of the product roadmap and share updates.
Develop and execute customer success plans addressing risks before they impact engagement.