Strategic Enterprise Customer Success Manager

Abnormal AI; United States; Vor Ort; USD 119.000 - 140.000; Vollzeit

Zusammenfassung

Abnormal AI is seeking a Customer Success Manager to lead onboarding, adoption, and value delivery for enterprise customers in the United States. You will serve as the primary liaison between customers and internal teams, building strategic relationships and driving measurable outcomes through best practice adoption and strategic planning.

You will conduct regular reviews, align on ROI, and expand usage by understanding customers’ goals.

Qualifikationen

• 5+ years in enterprise SaaS and at least 3+ years in customer success, TAM, or support roles.
• Proven ability to manage large customer portfolios including executive-level relationships.
• Excellent communication, presentation, and organizational skills.
• Strong problem-solving with 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 related technical discipline, or equivalent practical experience.

Aufgaben

• Act as the main point of contact for assigned customers, guiding platform adoption and success planning.
• Deliver regular business reviews and communicate ROI, aligning on success metrics for retention and expansion.
• Understand customer industries and goals to provide tailored recommendations.
• Promote awareness and usage of key platform features and provide ongoing education.
• Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support and Sales to resolve issues.
• Maintain expert knowledge of the product roadmap and communicate updates to customers.
• Coordinate with internal teams to develop and execute customer success plans and address risks.

Kenntnisse

Enterprise SaaS experience

Executive stakeholder management

Analytical problem solving

Strong communication & presentation

Technical fluency in SaaS products

Cross-functional collaboration

Ausbildung

CS/Engineering degree

Tools

Salesforce

Jira

Jobbeschreibung

Abnormal AI is seeking a Customer Success Manager to lead onboarding, adoption, and value delivery for enterprise customers in the United States. You will serve as the primary liaison between customers and internal teams, building strategic relationships and driving measurable outcomes through best practice adoption and strategic planning.

You will conduct regular reviews, align on ROI, and expand usage by understanding customers’ goals.