[Hiring] Senior Customer Success Manager @Abnormal

Role Description

As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll:

• Align on success criteria
• Drive adoption of best practices
• Educate on new features
• Identify upsell opportunities
• Proactively address issues while providing feedback to internal teams

Qualifications

• Experienced in enterprise SaaS product support environments
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Strategic thinker with strong account management, planning, and problem-solving skills
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• Strong communicator with the ability to influence and engage executives and stakeholders at all levels

Requirements

• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Strong technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

Benefits

• Base salary range: $139,440 — $164,000 USD
• Eligible for bonus or incentive compensation
• Equity options
• Comprehensive benefits package