Customer Success Manager, Mid-Market

Summary

Join Abnormal Security as the Manager of Customer Success - Mid Market and play a critical role in driving customer adoption, retention, and expansion globally. You will strategically manage accounts and leverage technical product expertise to ensure exceptional customer service. This quota-based role requires at least 4 years of customer success management leadership in SaaS, preferably in cybersecurity. You will lead and mentor a team of Customer Success Managers and Renewal Managers, focusing on customer retention, identifying growth opportunities, and ensuring a seamless customer journey. The role demands strong analytical, communication, and leadership skills, along with the ability to travel approximately 20-25%. This position offers a competitive salary and benefits package.

Requirements

• Minimum 4 years of experience in customer success management leadership within SaaS companies
• Proven track record of managing remote teams and delivering exceptional customer outcomes
• Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products
• Strong analytical skills, with the capacity to translate data insights into strategic actions
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 20-25%)

Responsibilities

• Lead, mentor, and grow a team of technical Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement
• Empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives
• Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements
• Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization
• Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution
• Design and implement customer success plans that ensure clients achieve their security goals, driving high satisfaction and renewal rates

Preferred Qualifications

• Experience in the cybersecurity domain
• Speaking multiple languages
• Expertise in guiding teams to successfully renew or expand platform adoption
• Proficiency in developing use cases/solutions with a robust background in the mid market sector
• Experience in managing mid market or enterprise accounts, with a focus on retention and expansion
• Backgrounds in cybersecurity

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits
• Base salary range: $160,000 — $188,000 USD