Strategic Enterprise SaaS Customer Success Manager

United States Digital Space LLC; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager to act as the primary liaison between customers and internal teams, driving onboarding, adoption, and long-term value. You will build relationships at all levels, guide strategic success plans, and ensure customer satisfaction across the lifecycle.

You will deliver quarterly business reviews, identify opportunities for expansion, and work with Product, Engineering, Support, and Sales to resolve issues and maximize ROI.

Qualifications

• 5+ years of enterprise SaaS experience with 3+ years in Customer Success, TAM, or similar roles.
• Proven ability to manage large customer portfolios and maintain executive-level relationships.
• Excellent communication, presentation, and organizational skills for strategic and technical conversations.

Responsibilities

• Serve as the main liaison for assigned customers, guiding platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs) and communicate ROI and success metrics to support retention and expansion.
• Understand customers' industries and goals to tailor recommendations and align stakeholders.
• Promote platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues.

Skills

Relationship management

Executive liaison

Strategic communication

SaaS knowledge

Product adoption

Analytical thinking

Collaboration

Customer value delivery

Education

Bachelor’s degree in Computer Science, Engineering, or related technical discipline

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager to act as the primary liaison between customers and internal teams, driving onboarding, adoption, and long-term value. You will build relationships at all levels, guide strategic success plans, and ensure customer satisfaction across the lifecycle.

You will deliver quarterly business reviews, identify opportunities for expansion, and work with Product, Engineering, Support, and Sales to resolve issues and maximize ROI.