Strategic Enterprise SaaS Customer Success Manager

Abnormal AI; United States; On-site; USD 119,040 - 140,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager to be the primary liaison between customers and internal teams, guiding onboarding, adoption, and ongoing value delivery. You will build strategic relationships, align on goals, and drive measurable ROI through best practice adoption.

Responsibilities include delivering quarterly business reviews, monitoring customer health, guiding platform adoption, and coordinating with Product, Engineering, Support, and Sales to resolve issues and grow

Qualifications

• 5+ years in enterprise SaaS with 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
• Strong problem-solving skills with escalations handled smoothly
• Proficiency with CRM and case management tools such as Salesforce and Jira

Responsibilities

• Act as the main point of contact for assigned customers, guiding platform adoption and success planning
• Deliver regular business reviews (QBRs/EBRs), communicate ROI and align on success metrics
• Understand customers’ industries, goals, and challenges 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/Sales to resolve issues
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before impact

Skills

Executive relationships

Communication

Strategic thinking

Problem solving

Cross-functional collaboration

Education

Bachelor’s degree in Computer Science or Engineering

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager to be the primary liaison between customers and internal teams, guiding onboarding, adoption, and ongoing value delivery. You will build strategic relationships, align on goals, and drive measurable ROI through best practice adoption.

Responsibilities include delivering quarterly business reviews, monitoring customer health, guiding platform adoption, and coordinating with Product, Engineering, Support, and Sales to resolve issues and grow