Customer Success Manager

Summary

Join Abnormal Security as a Digital Customer Success Manager (CSM) and play a crucial role in managing and engaging a large customer base through digital success programs. You will act as a trusted advisor, helping customers maximize the value of the platform, proactively address risks, and drive retention. This role requires strong data-driven decision-making, customer engagement, and cross-functional collaboration. You will work closely with internal teams to interpret customer insights, optimize engagement strategies, and enhance the digital customer journey.

Requirements

• 2+ years experience in a CSM capacity, with 2+ yrs. experience in an enterprise SaaS product support environment
• Customer Success & Engagement: Ability to manage a large-scale book of business through digital-first engagement strategies
• Data & Analytics: Comfort in analyzing customer health metrics, campaign insights, and engagement data to drive proactive actions
• Strong Communication: Exceptional written and verbal communication skills for customer interactions, presentations, and internal collaboration
• Problem-Solving & Risk Mitigation: Ability to identify risks early, provide solutions, and escalate efficiently when needed
• Collaboration & Stakeholder Management: Experience working cross-functionally with Sales, Renewals, Product, and Support teams to drive customer success
• Technical Aptitude & Product Knowledge: Comfortable learning and articulating technical product features, with the ability to educate customers on best practices
• Process & Automation Optimization: Understanding of digital touch models, automation strategies, and scalable CS initiatives

Responsibilities

• Manage a high-volume portfolio of 500–600 customers primarily through automated and digital engagement strategies
• Deliver digital QBRs, ensuring customers understand product value and best practices for maximizing ROI
• Monitor customer health scores and engagement trends to proactively address risks and optimize retention strategies
• Drive product adoption by analyzing customer usage data and recommending tailored engagement strategies
• Increase participation in webinars, training, and automated reporting programs to enhance self-service success
• Leverage analytics and customer feedback to identify trends, pain points, and opportunities for improvement
• Partner with the Digital Program Strategy team to inform and refine digital engagement initiatives
• Contribute to the development of scalable playbooks and automation strategies for digital success
• Work closely with Sales, Renewals, Support, and Product teams to ensure customer needs are met
• Provide customer insights and recommendations to help shape product enhancements and go-to-market strategies
• Align with internal teams on risk mitigation strategies, ensuring a proactive approach to customer retention
• Identify early warning signs of customer disengagement and work cross-functionally to implement intervention strategies
• Actively monitor support cases, feature requests, and other risk factors to proactively de-escalate potential issues
• Maintain a strong understanding of the product and roadmap to guide customers effectively
• Educate customers on key features and functionality to drive self-sufficiency and long-term success
• Act as the voice of the customer, providing insights that help influence product development and roadmap decisions

Benefits

• At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits
• Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons
• Base salary range: $93,000 — $110,000 USD