Abnormal AI is hiring a Customer Success Manager for our MidMarket Southwest segment. In this role, you will be the primary liaison between our customers and internal teams, focused on ensuring successful onboarding, adoption, and ongoing value delivery. You will build strong relationships, align on business goals, and drive measurable outcomes through strategic planning.
What You'll Do
- Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning.
- Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion.
- Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives.
- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption.
- Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights.
- Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers.
- Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction.
What We're Looking For
- 5+ years of Customer Success experience, ideally in enterprise SaaS.
- Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
- Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively.
- Strong problem-solving skills and experience resolving 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 a related technical discipline, or equivalent practical experience.
Benefits & Compensation
- Salary range: $119,040—$140,000 USD
- Equity in the form of restricted stock units (RSUs)
Work Mode
This is a remote position open to candidates located in the USA.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
