Senior Customer Success Manager, Strategic Accounts (Southwest)

Abnormal AI; United States; Remote; USD 139,000 - 164,000; Full time

Job summary

Join a rapidly growing cybersecurity company that values learning and ownership. As a Senior Customer Success Manager, you'll build strategic relationships with stakeholders, ensuring they realize the full value of our AI-native platform. Your role will involve driving platform adoption, providing valuable insights, and collaborating with internal teams to enhance customer experiences. With competitive pay, equity, and comprehensive benefits, this is an exciting opportunity to make a significant impact in a fully distributed workforce dedicated to protecting the modern workplace.

Benefits

Flexible PTO

Comprehensive healthcare

Equity options

Bonuses

Fully distributed workforce

Qualifications

• 5+ years in a Customer Success role, with 7+ years in enterprise SaaS support.
• Strong soft skills for trust-building and de-escalation.

Responsibilities

• Serve as the voice of the customer, providing internal feedback.
• Lead Business Reviews demonstrating ROI for renewal and expansion.
• Collaborate cross-functionally to ensure customer retention and growth.

Skills

Customer Success Management

Enterprise SaaS Support

Stakeholder Relationship Building

Analytical Skills

Communication Skills

Technical Troubleshooting

Product Feature Adoption

Knowledge of Internet Security Products

CRM Systems (SFDC, JIRA)

Education

Bachelor's in relevant technical fields

Tools

Salesforce (SFDC)

JIRA

Job description

Senior Customer Success Manager, Strategic Accounts (Southwest)

Remote - USA

Full-time

About You

As a Sr. CSM, you are passionate about creating and maintaining happy, referenceable customers who realize full value from our platform and partnership. You excel at establishing and nurturing stakeholder relationships, aligning on value objectives, and acting as a trusted advisor.

You will serve as the primary interface between the customer and internal teams at Abnormal. Your responsibilities include: setting and achieving clear success criteria, driving platform adoption to optimize ROI, educating on new features, proactively resolving issues, and providing feedback for product improvements.

Key Skills and Experience

• 5+ years in a Customer Success role, with 7+ years in enterprise SaaS support
• Experience building relationships with executive stakeholders at F500 companies
• Ability to assess, integrate inputs, and develop scalable solutions
• Strong soft skills for trust-building and de-escalation
• Analytical skills to understand ROI and financial metrics
• Excellent communication skills across all organizational levels
• Experience with product feature adoption and technical troubleshooting
• Knowledge of internet, networking, and email security products
• Proficiency with CRM and case management systems like SFDC and JIRA
• Bachelor's in relevant technical fields or equivalent experience

Responsibilities

• Serve as the voice of the customer, providing internal feedback
• Lead Business Reviews demonstrating ROI for renewal and expansion
• Increase customer adoption of platform features
• Maintain deep product knowledge to guide customers
• Build strategic relationships and develop champions within customer organizations
• Create and execute Success Plans aligned with customer strategies
• Collaborate cross-functionally to ensure customer retention and growth
• Monitor customer health and proactively address risks

Additional Information

Salary range: $139,400 — $164,000 USD. Abnormal AI offers bonuses, RSUs, and benefits. We conduct thorough hiring and pre-employment checks, respecting privacy policies. Learn more about our compensation philosophy on our Benefits & Perks page.

About Abnormal AI

We are a rapidly growing cybersecurity company dedicated to protecting the modern workplace with AI-native technology. Our culture emphasizes learning, ownership, and high performance. We offer competitive pay, equity, flexible PTO, comprehensive healthcare, and a fully distributed workforce. We value diversity and are committed to creating an inclusive environment.

Our Interview Process

We prioritize transparency throughout our hiring process.

Inclusion and Privacy

We are committed to diversity and equal opportunity. Please review our Privacy Policy and be cautious of scams—only communicate through official channels.