Senior Customer Success Manager, Strategic

Job not on LinkedIn

🕒 July 24

🇺🇸 United States – Remote

💵 $139.4k - $164k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

Cybersecurity

Abnormal Security is a provider of cloud-native email security solutions that specializes in preventing a wide array of cyber threats. The company focuses on protecting businesses from attacks such as phishing, malware, ransomware, and social engineering, ensuring total protection for corporate email systems. Their offerings include business email security, phishing detection, and securing against account takeovers, making them a leader in the computer and network security space.

📋 Description

• Drive Customer Value & Retention: Serve as the 'voice of the customer' internally, providing feedback to maximize value and retention. This includes preparing and delivering Business Reviews focused on proving ROI to secure renewals and expansion, while also increasing customer adoption of key platform features and best practices. • Maintain Product Expertise: Continuously understand our product and roadmap to guide customers to success, boost their Adoption Score, and educate them on the most relevant features for their specific needs. • Build & Nurture Relationships: Understand customer industry trends, email security challenges, and potential use cases for Abnormal. Establish a strategic, trusted advisor relationship with senior decision-makers, guiding them on best practices and developing internal champions for our platform. • Lead Account Success Planning: Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics. This involves collaborating with internal and external stakeholders to maintain these plans and proactively monitoring customer health to address risks and issues before they escalate. • Collaborate & Mitigate Risk: Partner closely with our internal Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion. This also includes monitoring customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services), and coordinating internal actions and customer calls to resolve case issues and meet all commitments.

🎯 Requirements

• Experience: 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment. • Relationship Building: Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers. • Technical Skills: Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products. • Tools: Proficient with case management systems and CRMs (e.g., Salesforce, Jira). • Education: Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.

🏖️ Benefits

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. • In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.