Remote Enterprise Customer Success Manager

Zim Directory

Northern (KY)

Hybrid

USD 119,000 - 140,000

Full time

5 days ago

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Job summary

Abnormal AI in the United States is seeking a Customer Success Manager to lead onboarding, adoption, and value delivery for enterprise SaaS customers. You will build strategic relationships, align on business goals, and drive measurable outcomes through best-practice adoption and planning.

You will deliver regular business reviews and coordinate with Product, Engineering, Support, and Sales to maximize retention and expansion while guiding customers through the journey from onboarding to

Qualifications

5+ years in enterprise SaaS with CSM/TAM/support experience
Executive-level relationship management experience
Strong communication, presentations, and organizational skills
Experience resolving escalations while maintaining customer satisfaction
Proficiency with CRM and case-management tools such as Salesforce and Jira
Technical understanding of internet technologies, networking, and email security
Bachelor’s degree in CS, Engineering, or related field or equivalent experience

Responsibilities

Act as main contact for assigned customers, guiding platform adoption and success planning
Deliver regular business reviews (QBRs/EBRs) and communicate ROI to support retention and expansion
Understand customer industries and goals to tailor recommendations and align stakeholders
Promote usage of key platform features and provide ongoing education
Monitor customer health, manage escalations, and collaborate with product, engineering, support and sales
Maintain expert knowledge of the product roadmap and communicate updates to customers
Coordinate with internal teams to develop and execute customer success plans and address risks