Customer Success Manager, Mid-Market

Summary

Join Abnormal Security as a Customer Success Manager (CSM) and leverage your world-class track record in creating and maintaining happy customers. You will act as the primary interface between customers and internal teams, ensuring successful platform adoption and value realization. Key responsibilities include conducting business reviews, educating customers on platform features, building strong relationships, and proactively addressing customer issues. This role requires strong communication, analytical, and technical skills, along with experience in enterprise SaaS support and executive-level relationship building. Success will be measured by customer health scores, retention rates, and referenceable customer percentages. The ideal candidate will possess a deep understanding of email security and internet technologies.

Requirements

• 2+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment
• Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
• Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
• Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Previous experience with Internet and networking technologies and products, including email security products
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required

Responsibilities

• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
• Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score
• Educate customers on the most relevant features and functionality related to their specific requirements
• Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
• With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives
• Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience
• Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals
• Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics)
• Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options
• Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage
• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations
• Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met