Manager, Customer Success

Abnormalsecurity; United States; On-site; USD 159,840 - 188,000; Full time

Benefits offered by this job

Bonus or incentive compensation

Equity

Comprehensive benefits package

Job summary

Abnormal AI is seeking a Manager of Customer Success to lead a team responsible for driving customer adoption, retention, and expansion across our customer base. The role emphasizes scalable operating models, data-driven decisions, and ownership of renewal performance within a quota-carrying leadership framework.

The position requires leading through hiring, coaching, and disciplined operations, with a focus on predictable customer outcomes and sustainable growth.

Qualifications

• Experience leading customer success teams with a focus on renewals and expansions.
• Ability to operationalize customer success frameworks at scale.
• Data-driven decision making using health and performance metrics.
• Experience with AI-enabled processes and automation to improve workflows.

Responsibilities

• Lead, mentor, and grow a team of Customer Success Managers and Renewal Managers.
• Champion AI adoption across the CS organization to surface insights and improve efficiency.
• Develop strategies for retention and expansion across key accounts, from enterprise to scaled engagements.
• Maintain hands-on knowledge of AI-driven email security solutions to guide customers and CS teams.
• Serve as escalation point for customer issues and drive resolution with product/engineering.

Skills

Renewals management

Customer success leadership

Data-driven decision making

AI tools adoption

Strategic account management

Mid-market focus

Enterprise SaaS knowledge

Tools

CRM software

Data analytics tools

Job description

About the Role

As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, retention, and expansion across our customer base. This role translates customer success strategy into consistent execution through clear expectations, scalable operating models, and data-driven decision-making.You will own renewal and expansion performance for your segment and lead through hiring, coaching, and operational discipline. This is a quota-carrying leadership role focused on delivering predictable customer outcomes and sustainable growth.

Who you are

• A people-first leader who builds strong, accountable teams through clear expectations, coaching, and continuous feedback
• Experienced across the full customer success lifecycle, with the ability to operationalize frameworks and best practices at scale
• Data-driven and outcomes-focused, using customer health and performance metrics to guide priorities and decisions
• An effective communicator who can translate strategy into action and lead change in a fast-paced environment

What you will do

• Leadership and Team Management: Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement. Additionally, empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives.
• AI-Enabled Team Leadership. Champion the adoption of AI tools and automation across your CSM team to streamline workflows, surface customer insights faster, and free up capacity for high-impact, strategic customer work. Model AI-native habits and coach your team to do the same.
• Strategic Account Management: Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements.
• Product Expertise: Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
• Customer Advocacy: Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution.

Must Haves

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
• Experience in managing mid market or tech touch accounts, with a focus on retention and expansion.
• 8+ years of experience in enterprise SaaS
• 3+ years of experience leading a Customer Success team in a SaaS environment
• Proven track record of working with digital customer success and delivering exceptional customer outcomes.
• Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products.
• Strong analytical skills, with the capacity to translate data insights into strategic actions.
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 20-25%)

#LI-

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range: $159,840 — $188,000 USD

AI and our hiring process
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.

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