Enterprise CSM: Strategic SaaS Adoption & Growth
Abnormal
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Job summary
Abnormal AI is seeking a Customer Success Manager, Enterprise, to lead strategic relationships with Missouri Valley customers and drive onboarding, adoption, and value realization. You will deliver QBRs, align on success metrics, coordinate with Product, Engineering, Support, and Sales, and ensure long-term retention and expansion while maintaining a strong customer experience.
You will monitor health, manage escalations, and promote platform adoption with deep SaaS knowledge and executive
Qualifications
- 5+ years in enterprise SaaS with at least 3+ years in Customer Success, TAM, or support roles
- Proven ability to manage large customer portfolios and develop executive-level relationships
- Excellent communication, presentation, and organizational skills for strategic and technical discussions
- Proficient with CRM and case management tools such as Salesforce and Jira
- Bachelor's degree in Computer Science, Engineering, or related technical discipline, or equivalent practical experience
Responsibilities
- Act as the main point of contact for assigned customers, building strategic relationships and guiding platform adoption and success planning
- Deliver regular business reviews (QBRs/EBRs), communicating ROI and aligning on success metrics for retention and expansion
- Understand customers' industries, goals, and challenges to tailor recommendations and align stakeholders on success objectives
- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
- Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues and share insights
- Maintain expert knowledge of the product roadmap and communicate updates to customers
- Coordinate with internal teams to develop and execute customer success plans, addressing risks before engagement impact
Skills
Education
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Job description
Abnormal AI is seeking a Customer Success Manager, Enterprise, to lead strategic relationships with Missouri Valley customers and drive onboarding, adoption, and value realization. You will deliver QBRs, align on success metrics, coordinate with Product, Engineering, Support, and Sales, and ensure long-term retention and expansion while maintaining a strong customer experience.
You will monitor health, manage escalations, and promote platform adoption with deep SaaS knowledge and executive
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