Customer Success Manager, MidMarket East

Abnormal AI is a company focused on delivering value through customer success. As a Customer Success Manager, you will serve as the primary liaison between customers and internal teams, focusing on onboarding, adoption, and ongoing value delivery.

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 experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• 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