Build long-term, trusted relationships with key executives, including CFOs and Finance/FP&A teams.
Own and drive customer outcomes with a relentless focus on delivering measurable success.
Lead strategy calls and customized business reviews at the Management/Executive level to drive customer adoption.
Serve as a storyteller, showcasing the transformative impact Abacum has on customers’ businesses.
Act as the quarterback of the customer experience, ensuring seamless collaboration across internal and external stakeholders.
Engage, retain, and educate customers on the full value of Abacum’s product offerings.
Collaborate with internal teams, including sales, implementation, FP&A, and leadership, to drive customer success and satisfaction.
Manage complex customer needs, leveraging data analysis to align solutions with business goals.
Partner with sales to identify growth opportunities, strategizing and executing plans to expand customer accounts.
Work closely with support and product teams to capture and implement customer feedback.
Be accountable for net retention, customer happiness, and usage metrics across your book of business.

Proven Account Management Expertise: Demonstrated ability to build and nurture strong customer relationships.
Customer Success Metrics Mastery: Experience driving and tracking NPS, CSAT, CET, and customer health scores to ensure success.
CS Tech Savvy: Proficient in using tools like Salesforce and other Customer Success platforms to streamline workflows.
Data-Driven Decision Maker: Strong analytical skills with a track record of using data insights to guide strategies and decisions.
Skilled Negotiator: Confident in navigating discussions to create win-win outcomes for customers and the business.
Prioritization Pro: Exceptional organizational skills with the ability to manage multiple priorities and meet deadlines.
B2B SaaS Background: Previous experience in the fast-paced and innovative world of B2B SaaS, with a deep understanding of customer needs in this space.

Customer Success Manager

Key skills