Senior Enterprise Customer Success Manager

Abnormal; United States; Remote; USD 119,000 - 140,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager to serve as the primary liaison between customers and internal teams, guiding platform adoption and value delivery. You will build relationships, align on business goals, and drive measurable outcomes through best-practice adoption and strategic planning.

You will deliver regular business reviews, tailor recommendations to industries, monitor customer health, and coordinate with Product, Engineering, Support, and Sales to resolve issues.

Qualifications

• 5+ years in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles.
• Proven ability to manage large customer portfolios and develop executive-level relationships.
• Excellent communication, presentation, and organizational skills for strategic and technical conversations.
• Strong problem-solving skills with ability to resolve escalations while maintaining customer satisfaction.

Responsibilities

• Act as the 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 and align stakeholders.
• Promote awareness of platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues.
• Maintain knowledge of the product roadmap and communicate updates to customers.
• Coordinate with internal teams to develop and execute customer success plans addressing risks to engagement.

Skills

Executive relationships

Strategic planning

Customer advocacy

Communication skills

Problem-solving

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager to serve as the primary liaison between customers and internal teams, guiding platform adoption and value delivery. You will build relationships, align on business goals, and drive measurable outcomes through best-practice adoption and strategic planning.

You will deliver regular business reviews, tailor recommendations to industries, monitor customer health, and coordinate with Product, Engineering, Support, and Sales to resolve issues.