Sr. Customer Success Manager, Enterprise (TOLA)

About The Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goalsComfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomesEffective communicator with the ability to present complex ideas clearly across a range of audiencesAdaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversightDeliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilitiesDrive platform adoption and feature engagement through best practices, enablement, and education on roadmap developmentsMonitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation effortsResolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfactionCollaborate with Sales, Engineering, and Support to influence renewal and expansion outcomesRepresent the customer voice internally, providing structured feedback to Product and other teamsSupport knowledge sharing and contribute to internal process development or mentoring where relevant Must Haves 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support rolesProven track record managing complex customer relationships, including executive-level stakeholdersStrong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomesTechnical familiarity with internet and networking technologies; experience with security products is a plusProficiency in CRM and support tools such as Salesforce and JiraBachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience 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. Base salary range: $139,440—$164,000 USD A note on AI in our process: 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 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. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards. 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. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.