Sr. Customer Success Manager, Federal

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

Benefits offered by this job

Bonus or incentive compensation

Equity

Comprehensive benefits package

Job summary

Abnormal AI is seeking a Customer Success Manager, Federal to manage a portfolio of strategic government customers and drive adoption of the Abnormal platform. You will serve as a trusted advisor, lead executive conversations, and ensure renewals and growth across the portfolio.

You will partner with Sales, Product, Engineering and Support to align on success plans, deliver ROI, and address risks before they impact outcomes, while maintaining a strong focus on compliance and federal procurement

Qualifications

• 5+ years of Customer Success experience in enterprise SaaS.
• Proven track record managing executive relationships (CIO, CISO, or equivalent).
• Proven success driving adoption, retention, and growth within a portfolio.
• Strong account management, strategic planning, negotiation skills.
• Technical aptitude with enterprise software and networking.
• 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 and drive adoption of platform features to maximize value.
• Develop strategic success plans and engage senior decision makers.
• Identify upsell and cross-sell opportunities.
• Maintain deep knowledge of Abnormal products and roadmap.
• Establish trusted advisor relationships and engage executives.
• Collaborate with Sales, Product, Engineering, and Support to ensure renewal and expansion.
• Monitor customer health and coordinate remediation plans.

Skills

Executive relationships

Account planning

Strategic thinking

Cross-functional collaboration

CRM proficiency

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

SFDC

JIRA

Job description

About The Role

As a Customer Success Manager, Federal you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.

Who you are

• Experienced in enterprise SaaS product support environments
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Strategic thinker with strong account management, planning, and problem-solving skills
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• Strong communicator with the ability to influence and engage executives and stakeholders at all levels

What you will do

• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
• Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
• Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
• Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
• Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
• Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
• Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
• Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalat—

Must Haves

• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Strong technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.

In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range: $139,440—$164,000 USD

A note on AI in our process

Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.