Sr. Customer Success Manager, Enterprise (Northwest)

Abnormal AI is a company focused on enhancing customer success through strategic management. The Senior Customer Success Manager will manage key customer relationships, driving adoption and ensuring value realization while collaborating with various internal teams to influence retention 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; experience with security products is a plus
• 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