Digital Customer Success Manager

Summary

Join Abnormal Security as the Manager of Customer Success - Digital CS and play a critical role in driving customer adoption, retention, and expansion globally through digital programs. You will be responsible for retaining tech-touch segment customers and will have a dual focus on account management and technical product expertise. This quota-based role requires at least 3 years of management experience in SaaS customer success, preferably in cybersecurity. You will lead a team, develop customer retention and expansion strategies, maintain product knowledge, and serve as a key point of escalation for customer issues. The role involves around 20-25% travel. This position offers a competitive salary and benefits package.

Requirements

• Minimum 3 years of experience in customer success management leadership within SaaS companies, with a strong preference for backgrounds in cybersecurity
• Proven track record of working with digital customer success 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 (speaking multiple languages is a plus)
• 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 Digital 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

Preferred Qualifications

• 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 tech touch accounts, with a focus on retention and expansion

Benefits

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