Sr. Customer Success Manager, Fed/SLED
Manage and grow customer relationships as a Senior Customer Success Manager in a fully remote role.
Posted by employer 1 day ago
First seen on Joblaze 16 hours ago
Last verified on the company career page 16 hours ago
What you'll build
- Own a portfolio of accounts
- Deliver Business Reviews
- Develop and execute strategic success plans
- Identify upsell and cross-sell opportunities
- Monitor customer health
Must have
- 5+ years of Customer Success experience
- Proven track record managing executive relationships
- Demonstrated success driving customer adoption
- Strong account management skills
- Excellent communication and presentation skills
- Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
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
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In the role of Senior Customer Success Manager for the Federal and SLED sectors, the individual will oversee a portfolio of customer accounts, focusing on enhancing satisfaction and driving value from the Abnormal platform. Key skills include expertise in enterprise SaaS, strong account management, and the ability to foster executive relationships while identifying growth opportunities. This position is suited for someone with over five years of experience in customer success, particularly in managing high-level relationships and strategic planning. The role involves collaboration across various internal teams to ensure customer needs are met effectively.
Joblaze insights
- Listed today on Joblaze — tracked directly from Abnormal Security's career page.
- Abnormal Security has 77 other open roles including Enterprise Account Executive - Chicago, Senior Professional Service Consultant, Customer Success Manager, Canada (Toronto).
- Salary band is in line with the typical range for Sales/Marketing roles (median ~$140,000).
Quick facts
- Is the Sr. Customer Success Manager, Fed/SLED role remote?
- Yes — Abnormal Security lists this as a fully remote position.
- 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 Sr. Customer Success Manager, Fed/SLED role.
- What seniority level is this role?
- Abnormal Security targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Sr. Customer Success Manager, Fed/SLED role at Abnormal Security.
From the original posting
About the Role
As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.
Who you are
- Experienced in enterprise SaaS product support environments
- Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
- Strategic thinker with strong account management, planning, and problem-solving skills
- Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
- Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
- Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
- Strong communicator with the ability to influence and engage executives and stakeholders at all levels
What you will do
- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate
Must Haves
- 5+ years of Customer Success experience, ideally in enterprise SaaS
- Proven track record managing executive relationships (CIO, CISO, or equivalent)
- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
- Strong account management, strategic planning, problem-solving, and negotiation skills
- Strong technical aptitude with enterprise software and networking technologies
- Excellent communication and presentation skills, with the ability to lead executive-level discussions
- Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
#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.
A note on AI in our 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 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. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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.