Senior Manager, Customer Trust

Abnormal.AI is seeking a Senior Manager, Customer Trust to lead and scale their Customer Trust function. The role involves leading a team, engaging with strategic customers, and managing the Trust Center to ensure customers understand and trust Abnormal's security and compliance posture.

Responsibilities:

• Lead and develop a team of 4-5 Customer Trust professionals; establish team goals, operating cadence, and career development paths
• Own the end-to-end Customer Trust program strategy, roadmap, and KPIs; report on program effectiveness to GRC Director, CISO, and executive leadership
• Serve as the escalation point and subject matter expert for complex customer security, privacy, and compliance inquiries
• Own and drive all customer and prospect security questionnaires and RFP responses; ensure timely, accurate, and high-quality deliverables
• Serve as the primary point of contact for customer security conversations—join calls, present Abnormal's control environment, and address customer concerns with confidence and credibility
• Partner with Sales and Customer Success to support strategic deals and customer renewals requiring security assurance
• Own the Trust Center (SafeBase or equivalent)—manage configuration, content, access, and continuous improvement
• Curate and maintain all customer-facing security documentation including pen-test reports, SOC 2 reports, ISO certifications, policies, and whitepapers
• Analyze customer demand signals to proactively develop new content (whitepapers, FAQs, one-pagers) that anticipates customer needs and reduces inbound volume
• Review Security Contract Exhibits, Data Processing Agreements (DPAs), and privacy addenda; provide timely, informed feedback to Legal and customers
• Partner with Legal to standardize security and privacy contract language and streamline negotiation workflows
• Build strong partnerships with Sales, Legal, Product Security, Compliance, and Engineering to ensure cohesive messaging and efficient processes
• Stay current on regulatory developments (GDPR, CCPA, industry frameworks) and translate implications for customer-facing communications

Requirements:

• 8+ years of experience in customer trust, security assurance, GRC, or related disciplines with progressive responsibility
• 3+ years of people management experience leading customer-facing security or compliance teams
• Demonstrated experience owning customer security questionnaires, RFPs, and trust center operations at a SaaS or technology company
• Track record of directly engaging with customers (including executive-level security stakeholders) on security, privacy, and compliance topics
• Strong understanding of common security frameworks and certifications (SOC 2, ISO 27001, ISO 27701, FedRAMP, GDPR, CCPA)
• Experience reviewing and negotiating security contract terms, DPAs, and privacy exhibits
• Excellent communication skills—able to translate complex security concepts for technical and non-technical audiences, both written and verbal
• Strong project management skills with ability to manage multiple priorities in a fast-paced environment
• Executive presence and credibility to represent the company's security posture to enterprise customers
• Experience at a cybersecurity company or high-growth B2B SaaS company
• Familiarity with Trust Center platforms (SafeBase, Whistic, Conveyor, etc.) and GRC tools (Vanta, Drata, OneTrust, ServiceNow GRC)
• Professional certifications such as CIPP, CIPM, CISA, CISM, CISSP, CTPRP, or ISO 27001 Lead Auditor
• Experience supporting FedRAMP authorization or working with federal/public sector customers
• Background in security, compliance, or risk consulting (Big 4 or similar)
• Degree in information security, computer science, business, or related field