Digital Customer Success Manager

Summary

Join Abnormal Security as a Digital CSM and become the primary interface between customers and internal teams. You will be responsible for maximizing customer value, retention, and satisfaction across a large portfolio of customers in the East region. This remote role requires strong communication, problem-solving, and analytical skills. You will need 2+ years of CSM experience and 3+ years in enterprise SaaS product support. A Bachelor of Science degree in a relevant field or equivalent experience is required. You will collaborate with internal teams to improve the product and proactively address customer concerns.

Requirements

• Have 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment
• Possess strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
• Be well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
• Have a Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or be a non-graduate with good communication skills, strong technical knowledge or similar work experience
• Be located in the US East

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
• Act 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
• Develop and retain a customer’s trust and de-escalate their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Manage a large portfolio of business
• Proactively monitor customer usage patterns and provide recommendations for optimizing the automated customer journey to help ensure customer retention and satisfaction,, and engage with the customer to address concerns and maximize value realization
• Actively gather feedback through surveys, interviews, and regular interactions, analyze the data to identify trends and improvement opportunities, and share insights with internal teams
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth in a scalable fashion
• Proactively monitor customer health to reach out to customers before risks or issues
• 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
• Maintain 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
• Gather customer feedback and communicate insights to internal teams to inform product enhancements and feature developments

Preferred Qualifications

Have previous experience in CSP