Senior Customer Success Manager, Strategic (East)

As a Senior Customer Success Manager, you'll be passionate about ensuring customers are happy, successful, and see the full value of our platform. This role involves being a trusted advisor, building strong relationships, and helping customers achieve their goals.

Responsibilities

• Drive Customer Value & Retention: Serve as the "voice of the customer" internally, providing feedback to maximize value and retention. Prepare and deliver Business Reviews focused on proving ROI to secure renewals and expansion, while 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. 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. Collaborate with internal and external stakeholders to maintain these plans and proactively monitor 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. Monitor customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services), and coordinate internal actions and customer calls to resolve case issues and meet all commitments.

Requirements

• 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment.
• 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.
• Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products.
• Proficient with case management systems and CRMs (e.g., Salesforce, Jira).
• Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.

Pay

Base salary range: $139,440—$164,000 USD. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.