Senior Customer Success Manager, Strategic (East)
Join Abnormal Security as a Senior Customer Success Manager to drive customer value and retention in a dynamic SaaS environment.
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
- 5+ years
- Education
- Bachelor's degree
Benefits
Joblaze summary
In the role of Senior Customer Success Manager at Abnormal Security, the individual will focus on enhancing customer satisfaction and driving platform adoption through strategic relationship management and proactive issue resolution. Key skills include a strong background in enterprise SaaS, technical troubleshooting, and the ability to engage with senior executives to ensure alignment with customer goals. This position is ideal for seasoned professionals with extensive experience in customer success and a deep understanding of email security technologies. The role emphasizes collaboration with internal teams to mitigate risks and foster customer retention.
Joblaze insights
- Listed 3 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.
- 134 active Jira roles on Joblaze right now.
- Salary band is in line with the typical range for Sales/Marketing roles (median ~$145,000).
- Pays more than 55% of the 327 salaried Salesforce roles we track (median $134,696).
Quick facts
- What's the salary range?
- Abnormal Security lists $139,440–$164,000 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Senior Customer Success Manager, Strategic (East) role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Email Security, Jira, Salesforce, case management, CRM, SaaS.
- What seniority level is this role?
- Abnormal Security targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Customer Success Manager, Strategic (East) role at Abnormal Security.
From the original posting
About the Role
As a Senior Customer Success Manager, you'll be passionate about ensuring customers are happy, successful, and see the full value of our platform. This role involves being a trusted advisor, building strong relationships, and helping customers achieve their goals. It means setting clear success metrics, driving platform adoption for optimal return on investment, educating on new features, proactively solving issues, and channeling customer feedback to product teams.
Who you are
You are an action-oriented professional with a proven track record in customer success and enterprise SaaS support. You excel at building executive-level relationships, managing complex accounts, and transforming customer issues into positive experiences. You possess strong analytical, organizational, and communication skills, with an ability to understand ROI. You are comfortable with internet/networking technologies, email security products, and case management/CRM systems.
What you will do
- Drive Customer Value & Retention: Serve as the "voice of the customer" internally, providing feedback to maximize value and retention. This includes preparing and delivering Business Reviews focused on proving ROI to secure renewals and expansion, while also increasing customer adoption of key platform features and best practices.
- Maintain Product Expertise: Continuously understand our product and roadmap to guide customers to success, boost their Adoption Score, and educate them on the most relevant features for their specific needs.
- Build & Nurture Relationships: Understand customer industry trends, email security challenges, and potential use cases for Abnormal. Establish a strategic, trusted advisor relationship with senior decision-makers, guiding them on best practices and developing internal champions for our platform.
- Lead Account Success Planning: Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics. This involves collaborating with internal and external stakeholders to maintain these plans and proactively monitoring customer health to address risks and issues before they escalate.
- Collaborate & Mitigate Risk: Partner closely with our internal Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion. This also includes monitoring customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services), and coordinating internal actions and customer calls to resolve case issues and meet all commitments.
Must Haves
- Experience: 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment.
- Relationship Building: Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers.
- Technical Skills: Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products.
- Tools: Proficient with case management systems and CRMs (e.g., Salesforce, Jira).
- Education: Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.
#LI-MC2
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.