Strategic Enterprise Customer Success Manager

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

Benefits offered by this job

Bonus eligibility

Equity

Comprehensive benefits

Job summary

Abnormal Security Corp. is seeking a Customer Success Manager in the United States to lead onboarding, adoption, and ongoing value delivery for enterprise customers.

You will build strategic relationships with executives, align on business goals, and drive measurable outcomes through best practices and proactive planning. You will oversee QBRs/EBRs, monitor health, resolve escalations, and coordinate with Product, Engineering, Support, and Sales to drive retention and expansion.

Qualifications

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles.
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively.
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.
• Technical proficiency related to internet technologies, networking, and email security products.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience

Responsibilities

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion.
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives.
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights.
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers.
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

Skills

Executive relationships

Strategic account management

Communication excellence

Problem solving

Technical knowledge (SaaS, networking,

Education

Bachelor's in CS/Engineering

Tools

Salesforce

Jira

Job description

Abnormal Security Corp. is seeking a Customer Success Manager in the United States to lead onboarding, adoption, and ongoing value delivery for enterprise customers.

You will build strategic relationships with executives, align on business goals, and drive measurable outcomes through best practices and proactive planning. You will oversee QBRs/EBRs, monitor health, resolve escalations, and coordinate with Product, Engineering, Support, and Sales to drive retention and expansion.