Senior Customer Success Manager, Fed/SLED

Abnormal AI is a company focused on enhancing customer relationships, and they are seeking a Senior Customer Success Manager to manage strategic customer relationships and ensure long-term value realization. This role involves driving adoption, engagement, and retention while collaborating with various teams to influence customer outcomes.

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