Senior Enterprise Customer Success Manager — Adoption & ROI

Abnormalsecurity; United States; Hybrid; USD 119,000 - 140,000; Full time

Job summary

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

You will collaborate with cross-functional teams to maintain customer satisfaction, drive retention, and support long-term growth, including executive-level engagement and

Qualifications

• 5+ years of experience in enterprise SaaS, with a focus on customer success, TAM, or support.
• Excellent communication and stakeholder management at executive levels.
• Strong problem-solving skills and ability to resolve escalations while maintaining a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.
• Solid technical understanding of internet technologies, networking, and email security products.

Responsibilities

• Act as the main point of 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 provide tailored recommendations and align stakeholders.
• 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 knowledge of the product roadmap and communicate updates to customers.
• Coordinate with internal teams to develop and execute customer success plans addressing risks.

Job description

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

You will collaborate with cross-functional teams to maintain customer satisfaction, drive retention, and support long-term growth, including executive-level engagement and