Digital Customer Success Manager
Manage a high-volume customer portfolio to drive adoption and retention through digital-first engagement strategies.
Skills & Technologies
AI in the day-to-day
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews.
Requirements
- Experience
- 2–4 years
Benefits
Joblaze summary
In the role of Digital Customer Success Manager at Abnormal Security, the individual will oversee a substantial portfolio of customers, implementing digital engagement strategies to enhance adoption and retention. Key skills include proficiency in analyzing customer data and executing targeted digital campaigns, alongside strong communication abilities for both virtual and live interactions. This position is ideal for someone with 2-4 years of experience in customer success or account management, particularly within the SaaS sector. The role emphasizes collaboration across teams to drive customer satisfaction and product improvement.
Joblaze insights
- Listed 6 days ago on Joblaze — tracked directly from Abnormal Security's career page.
- Abnormal Security has 79 other open roles including Machine Learning Engineer I, L1 Technical Support Engineer, Technical Support Engineer - AI Cybersecurity Platform.
- 758 active SaaS roles on Joblaze right now.
- 562 active Salesforce roles on Joblaze right now.
- 51 active CRM roles on Joblaze right now.
- Salary band is below the typical range for Sales/Marketing roles (median ~$145,000).
- Pays more than 20% of the 327 salaried Salesforce roles we track (median $134,696).
Quick facts
- What's the salary range?
- Abnormal Security lists $95,200–$112,000 for this role.
- How much experience is required?
- 2–4 years of relevant experience for this Digital Customer Success Manager role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Gainsight, Salesforce, Totango, CRM, SaaS.
- What seniority level is this role?
- Abnormal Security targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Digital Customer Success Manager role at Abnormal Security.
From the original posting
About the Role
As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform. You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey.
Who you are
- Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
- Experienced in digital lifecycle management and scaling engagement through campaigns or automation
- Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
- Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
- Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
- Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused
What you will do
- Manage a portfolio of 500–600 customers through digital-first engagement strategies
- Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
- Monitor customer health and usage data to identify risks and take proactive actions
- Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
- Partner with Renewal Managers on retention strategies for at-risk accounts
- Surface insights and adoption trends to inform product roadmap, content, and digital programs
- Contribute to playbooks, automation models, and scalable best practices for digital success
Must Haves
- 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
- Proven ability to drive adoption, retention, and growth through digital strategies
- Strong analytical skills with experience interpreting customer health and usage data
- Excellent written and verbal communication skills for both digital and live customer interactions
- Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
- Knowledge of SaaS customer lifecycle stages and strategies for digital engagement
#LI-
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
AI and our hiring process
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.