Senior Enterprise Customer Success Manager

Abnormal Security Corp.; United States; Remote; USD 78,000 - 91,000; Full time

Job summary

Abnormal Security Corp. is seeking a Customer Success Manager in Canada to lead onboarding, adoption, and ongoing value delivery for enterprise SaaS customers. You will build relationships with executives, align on business goals, and drive outcomes through best‑practice adoption and strategic planning.

You will collaborate with Product, Engineering, Support, and Sales to monitor health, resolve issues, and deliver quarterly business reviews that demonstrate ROI and retention opportunities.

Qualifications

• 5+ years in enterprise SaaS, with 3+ years in Customer Success or related support roles.
• Proven ability to manage large customer portfolios and executive relationships.
• Excellent communication, presentation, and organizational skills for strategic & technical discussions.
• Strong problem-solving and escalation management to maintain a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.

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 and goals to tailor recommendations and align stakeholders.
• Promote core features, provide ongoing education, and identify opportunities for expanded adoption.
• Monitor customer health, handle escalations, and collaborate with Product, Engineering, Support, and Sales.
• Maintain knowledge of the product roadmap and communicate updates to customers.
• Coordinate internal teams to execute customer success plans and address risks.

Skills

Enterprise SaaS

Customer Success

Executive relationships

Account management

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Salesforce

Jira

Job description

Abnormal Security Corp. is seeking a Customer Success Manager in Canada to lead onboarding, adoption, and ongoing value delivery for enterprise SaaS customers. You will build relationships with executives, align on business goals, and drive outcomes through best‑practice adoption and strategic planning.

You will collaborate with Product, Engineering, Support, and Sales to monitor health, resolve issues, and deliver quarterly business reviews that demonstrate ROI and retention opportunities.