Senior Enterprise CSM - ROI & Growth

United States Digital Space LLC; United States; Remote; USD 139,000 - 164,000; Full time

Job summary

Abnormal AI in the United States seeks a Customer Success Manager, Fed/SLED, to manage a portfolio, ensure satisfaction, and maximize value realization from the Abnormal platform. You will build executive relationships, lead business reviews, and collaborate with cross-functional teams to renew and expand key accounts.

You will drive adoption of platform features, identify upsell opportunities, and guide strategic success plans with senior decision makers, while championing customer outcomes and

Qualifications

• 5+ years in enterprise SaaS customer success or similar role.
• Experience managing executive relationships (CIO/CISO or equivalent).
• Proven success driving adoption, retention, and growth within a portfolio.
• Strong account planning, negotiation, and cross-functional collaboration.
• Technical aptitude with enterprise software and networking knowledge.

Responsibilities

• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth.
• Value Realization: Deliver ROI, drive platform adoption, and conduct business reviews.
• Success Planning: Develop strategic success plans and engage senior decision makers.
• Expansion Opportunities: Identify upsell and cross-sell opportunities.
• Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap.
• Relationship Building: Establish trusted advisor relationships with executives.
• Collaboration: Partner across Sales, Product, Engineering, Support.
• Risk Mitigation: Monitor health and coordinate remediation plans.

Skills

5+ years CS

Executive relationships

Account management

Strategic planning

Problem-solving

Technical aptitude

Executive communication

Education

Bachelor’s degree in Computer Science or Engineering

Tools

SFDC

JIRA

Job description

Abnormal AI in the United States seeks a Customer Success Manager, Fed/SLED, to manage a portfolio, ensure satisfaction, and maximize value realization from the Abnormal platform. You will build executive relationships, lead business reviews, and collaborate with cross-functional teams to renew and expand key accounts.

You will drive adoption of platform features, identify upsell opportunities, and guide strategic success plans with senior decision makers, while championing customer outcomes and