Scale SaaS: Digital Customer Success Lead

abnormal.ai; Northern (KY); Hybrid; USD 95,000 - 112,000; Full time

Job summary

Abnormal AI is seeking a Digital Customer Success Manager to manage a high-volume customer portfolio and drive adoption, retention, and growth through digital-first programs. You will guide customers through their lifecycle, influence product and content improvements, and design targeted digital campaigns.

You will monitor health metrics, run webinars and QBRs, and collaborate with Sales, Renewals, and Product to optimize outcomes. The role emphasizes data-driven decisions and scalable playbooks.

Qualifications

• 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles.
• Candidates must reside in the Mountain (MST) or Central (CST) time zone.
• Proven ability to drive adoption, retention, and growth through digital strategies.
• Strong analytical skills with experience interpreting customer health and usage data.
• Excellent written and verbal communication skills for both digital and live interactions.
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango).
• Knowledge of SaaS customer lifecycle stages and strategies for digital engagement.

Responsibilities

• Manage a portfolio of 500-600 customers through digital-first engagement strategies.
• Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages.
• Monitor customer health and usage data to identify risks and take proactive actions.
• Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement.
• Partner with Renewal Managers on retention strategies for at-risk accounts; surface insights to inform product roadmap and programs.
• Contribute to playbooks, automation models, and scalable best practices for digital success.

Skills

Customer Success

SaaS

Data analysis

CRM tools

Tools

Salesforce

Gainsight

Totango

Job description

Abnormal AI is seeking a Digital Customer Success Manager to manage a high-volume customer portfolio and drive adoption, retention, and growth through digital-first programs. You will guide customers through their lifecycle, influence product and content improvements, and design targeted digital campaigns.

You will monitor health metrics, run webinars and QBRs, and collaborate with Sales, Renewals, and Product to optimize outcomes. The role emphasizes data-driven decisions and scalable playbooks.