Senior Customer Success Manager, Enterprise (New England) at Abnormalsecurity

Abnormalsecurity

Remote - USA·11h ago

SeniorFull-timeRustAI

Salary Range

$66,300 - $89,700 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Success Manager to join our team at Abnormal AI. This role focuses on creating and sustaining happy, referenceable customers who realize full value from our platform and partnership.

Key Responsibilities

→Serve as the voice of the customer and provide internal feedback to maximize customer value and retention
→Schedule, prepare and deliver Business Reviews to prove ROI that leads to renewals/expansion
→Increase customer adoption of key platform features and best practices to maximize ROI
→Maintain a deep understanding of our product and roadmap to guide customers to success
→Educate customers on the most relevant features and functionality related to their specific requirements
→Establish a strategic, trusted advisor relationship with customers at the highest relevant levels
→Develop and nurture Abnormal Security champions within customer organizations
→Engage customers' senior decision makers to understand their evolving strategy for email security
→Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan
→Proactively monitor customer health to reach out to customers before risks or issues arise
→Partner with the Abnormal Security Account Team to ensure that customers renew and expand usage
→Monitor customer user trends to recommend risk mitigation actions
→Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns

Requirements

✓5+ years experience in a CSM capacity, with 6+ years experience in an enterprise SaaS product support environment
✓Strong experience with building and developing long-lasting executive-level relationships at F500 companies
✓Action-oriented, with the ability to quickly assess and integrate inputs across functions
✓Soft skills oriented towards developing and retaining a customer’s trust
✓Strong analytical and organizational skills, with the ability to understand and review ROI
✓Strong written, spoken, and presentation skills
✓Proven ability to introduce and review new product features and best practices
✓Strong technical troubleshooting skills, and an ability to collaborate and escalate issues within a team
✓Previous experience with Internet and networking technologies and products, including email security products
✓Well versed with using case management systems and CRMs (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