Senior Federal Enterprise Customer Success Leader

Abnormal AI, Inc.; United States; On-site; USD 139,000 - 164,000; Full time

Job summary

Abnormal AI, Inc. in the United States is seeking a Customer Success Manager, Federal, to manage a portfolio of government-focused accounts.

You will drive adoption, ensure renewals, and deliver ROI by aligning success criteria with customer goals and Abnormal platform capabilities. You will build trusted relationships with executives, coordinate with Sales, Product, and Support, conduct business reviews, and identify expansion opportunities while addressing issues proactively.

Qualifications

• 5+ years in enterprise SaaS customer success or equivalent
• Proven track record with executive-level relationships (CIO, CISO, or equivalent)
• Experience driving adoption, retention and growth within a defined portfolio
• Strong account management, planning, problem-solving and negotiation skills
• Technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills for executive discussions
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience

Responsibilities

• Own a portfolio of accounts, ensuring satisfaction, retention and growth
• Deliver ROI, drive adoption of platform features and maximize value
• Develop and execute strategic success plans aligning with customer goals and roadmaps
• Identify upsell and cross-sell opportunities based on needs and adoption
• Maintain deep knowledge of Abnormal products to educate customers on relevant features
• Establish trusted advisor relationships and understand industry trends
• Collaborate with Sales, Product, Engineering and Support to ensure renewals and expansion
• Monitor customer health and coordinate remediation plans before issues escalate

Skills

Executive relationships

Strategic account planning

Cross-functional collaboration

Customer lifecycle management

CRM proficiency (SFDC/JIRA)

Enterprise SaaS support

Communication & presentation

Education

Bachelor's degree in Computer Science or Engineering

Tools

SFDC

JIRA

Job description

Abnormal AI, Inc. in the United States is seeking a Customer Success Manager, Federal, to manage a portfolio of government-focused accounts.

You will drive adoption, ensure renewals, and deliver ROI by aligning success criteria with customer goals and Abnormal platform capabilities. You will build trusted relationships with executives, coordinate with Sales, Product, and Support, conduct business reviews, and identify expansion opportunities while addressing issues proactively.