Senior Customer Success Manager, Enterprise (New England)

Abnormal Security is a company focused on maximizing customer value and retention in the realm of email security. They are seeking a Senior Customer Success Manager who will act as the primary interface between customers and internal teams, ensuring customer satisfaction and driving adoption of platform features.

Responsibilities:

• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
• Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score
• Educate customers on the most relevant features and functionality related to their specific requirements
• Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
• With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives
• Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience
• Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals
• Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics)
• Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options
• Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage
• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations
• Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met

Requirements:

• 5+ years experience in a CSM capacity, with 6+ yrs. experience in an enterprise SaaS product support environment
• Strong experience with building and developing long-lasting executive-level relationships (including with CISO's and CIO's) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Soft skills oriented towards developing and retaining a customer's trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
• Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
• Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Previous experience with Internet and networking technologies and products, including email security products
• Well versed with using case management systems and CRM's (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