Enterprise Customer Success Manager — Adoption & ROI Leader

Abnormalsecurity; United States; Remote; USD 119,000 - 140,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager to bridge customers and internal teams, driving onboarding, adoption, and measurable value. You will build trusted executive relationships and guide success planning across industries.

You’ll conduct regular reviews, communicate ROI, and align stakeholders on goals to support retention and expansion. Strong technical knowledge of SaaS, networking, and email security is required.

Qualifications

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles.
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively.
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.
• Technical proficiency related to internet technologies, networking, and email security products.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.

Responsibilities

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion.
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives.
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights.
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers.
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction.

Skills

Executive relationship management

Strategic planning

Stakeholder communication

Analytical problem-solving

SaaS product knowledge

CRM familiarity

Education

Bachelor’s degree in Computer Science, Engineering, or related technical discipline

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager to bridge customers and internal teams, driving onboarding, adoption, and measurable value. You will build trusted executive relationships and guide success planning across industries.

You’ll conduct regular reviews, communicate ROI, and align stakeholders on goals to support retention and expansion. Strong technical knowledge of SaaS, networking, and email security is required.