Customer Success Manager, Enterprise

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🗽 New York – Remote

🗽 New York – Remote

💵 $119k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

📋 Description

• 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

🎯 Requirements

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles • 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

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. • This role may be eligible for bonus or incentive compensation. • Equity and a comprehensive benefits package.