Strategic Enterprise Success Manager

EngineersOfAI; Northern (KY); Hybrid; USD 139,000 - 164,000; Full time

Job summary

Abnormal AI is seeking a Senior Customer Success Manager to independently manage strategic relationships across mid-market and enterprise accounts, driving adoption, retention, and long‑term value realization. You will lead success planning, collaborate with Product, Engineering, Sales, and Support, and influence renewal and expansion outcomes.

You will deliver outcome-focused QBRs/EBRs, monitor health with data, and proactively mitigate risks while ensuring high levels of customer satisfaction.

Qualifications

• 8+ years in enterprise SaaS with at least 3 years in CS, TAM, or support roles.
• Proven track record managing complex customer relationships including executive stakeholders.
• Strong communication, analytical, and problem-solving skills with measurable outcomes.
• Technical familiarity with internet networking; security products a plus.
• Proficient with CRM and support tools such as Salesforce and Jira.
• Bachelor’s degree in CS/Engineering or equivalent experience.

Responsibilities

• Manage strategic customer relationships post-sale focusing on adoption, retention, and value delivery with minimal oversight.
• Deliver QBRs/EBRs and lead success planning to align customer goals with platform capabilities.
• Drive platform adoption and feature engagement through enablement and education on roadmap developments.
• Monitor account health using data-driven insights; identify risks and coordinate mitigations.
• Resolve complex escalations with timely, clear communication to maintain trust.
• Collaborate with Sales, Engineering, and Support to influence renewals and expansions.

Skills

Enterprise SaaS experience

Executive stakeholder management

Communication & problem-solving

Networking/Internet tech familiarity

CRM & support tools (Salesforce, Jira)

Education

Bachelor’s degree in Computer Science or Engineering

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Senior Customer Success Manager to independently manage strategic relationships across mid-market and enterprise accounts, driving adoption, retention, and long‑term value realization. You will lead success planning, collaborate with Product, Engineering, Sales, and Support, and influence renewal and expansion outcomes.

You will deliver outcome-focused QBRs/EBRs, monitor health with data, and proactively mitigate risks while ensuring high levels of customer satisfaction.