Remote Senior Customer Success Manager

Summary

Join a dynamic team as a Sr. Customer Success Manager (CSM) where you will create and sustain happy, referenceable strategic customers that realize full value from the platform and partnership.

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
• Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
• 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
• Develop an accurate understanding of how a customer defines achieving success on the Abnormal platform in a mutually verifiable manner, treating such success criteria as a critical measure of health that is defined, maintained, reviewed, and acted upon in a proactive manner
• Use customer cadence calls and customer Business Reviews to define success criteria with the customer, prioritize those criteria, and get the customer’s own assessment of how we’re performing on them to drive appropriate action plans cross-functionally
• 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
• Triage and Risk Mitigation: Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.)
• Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met
• 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