Senior CSM, Mid-Market SaaS - Florida

Remote Genie; Florida; Presencial; USD 119.000 - 140.000; Jornada completa

Descripción de la vacante

Abnormal AI in Florida is seeking a Customer Success Manager for mid-market accounts to be the primary liaison between customers and internal teams, focusing on onboarding, adoption, and value delivery.

You will drive strategic engagements, deliver quarterly business reviews, and advocate for customer outcomes, while collaborating with Product, Engineering, Support, and Sales to ensure renewal and expansion across a diverse portfolio.

Formación

• 5+ years in enterprise SaaS.
• 3+ years in Customer Success, TAM, or support roles.
• Proven ability to manage large customer portfolios, including executives.
• Excellent communication, presentation, and organizational skills.
• CRM and case management tools such as Salesforce and Jira.
• Technical proficiency with internet technologies, networking, and email security.

Responsabilidades

• 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 customers' industries, goals, and challenges to tailor recommendations.
• Promote awareness and usage of key platform features and provide ongoing education.
• Monitor customer health, manage escalations, and collaborate with cross-functional teams to resolve issues.
• Maintain expert knowledge of the product roadmap and communicate updates to customers.
• Coordinate with internal teams to develop and execute customer success plans.

Conocimientos

Enterprise SaaS

Portfolio management

Executive communication

Problem solving

Educación

Bachelor's degree in CS or related field

Herramientas

Salesforce

Jira

Descripción del empleo

Abnormal AI in Florida is seeking a Customer Success Manager for mid-market accounts to be the primary liaison between customers and internal teams, focusing on onboarding, adoption, and value delivery.

You will drive strategic engagements, deliver quarterly business reviews, and advocate for customer outcomes, while collaborating with Product, Engineering, Support, and Sales to ensure renewal and expansion across a diverse portfolio.