Abnormal AIRemote
Customer Success Manager, MidMarket Southwest
United States
Full-time
1 day ago
$119,000 - $140,000 USD
H1B Sponsor
Key skills
Customer Success experienceSaaS product knowledgeCRM proficiencyAnalytical skillsCommunication skillsProblem-solving skillsOrganizational skillsCollaboration skillsAISaaSSalesforceCRMJiraCommunicationCustomer SuccessSales
About this role
Abnormal AI is seeking a Customer Success Manager to serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. The role involves building strong customer relationships, driving measurable outcomes, and collaborating with cross-functional teams to maintain customer satisfaction and retention.
Responsibilities:
- Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
- Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
- Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
- Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
- Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
- Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
Requirements:
- 5+ years of Customer Success experience, ideally in enterprise SaaS
- Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
- Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
- Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
- Proficiency with CRM and case management tools such as Salesforce and Jira
- Technical proficiency related to internet technologies, networking, and email security products
- Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience