Senior Customer Success Manager, TOLA

Abnormal AI is seeking a Senior Customer Success Manager to independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. The role involves leading success planning, driving adoption and engagement, and collaborating cross-functionally to enhance customer satisfaction and account growth.

Responsibilities:

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
• Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
• Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
• Represent the customer voice internally, providing structured feedback to Product and other teams
• Support knowledge sharing and contribute to internal process development or mentoring where relevant

Requirements:

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
• Proven track record managing complex customer relationships, including executive-level stakeholders
• Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
• Technical familiarity with internet and networking technologies
• Proficiency in CRM and support tools such as Salesforce and Jira
• Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
• Experience with security products is a plus