Digital Customer Success Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Abnormal Security

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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

• Manage a portfolio of 500–600 customers through digital-first engagement strategies • Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages • Monitor customer health and usage data to identify risks and take proactive actions • Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement • Partner with Renewal Managers on retention strategies for at-risk accounts • Surface insights and adoption trends to inform product roadmap, content, and digital programs • Contribute to playbooks, automation models, and scalable best practices for digital success

🎯 Requirements

• 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles • Proven ability to drive adoption, retention, and growth through digital strategies • Strong analytical skills with experience interpreting customer health and usage data • Excellent written and verbal communication skills for both digital and live customer interactions • Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango) • Knowledge of SaaS customer lifecycle stages and strategies for digital engagement

🏖️ Benefits

• Health insurance • Professional development opportunities