Customer Success Manager, Fed/SLED

Abnormal AI is seeking a Customer Success Manager for the Fed/SLED sector who will manage and grow a portfolio of customer relationships. The role focuses on ensuring customer satisfaction, driving adoption of the platform, and identifying upsell opportunities while acting as a trusted advisor.

Responsibilities:

• Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
• Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
• Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
• Identify upsell and cross-sell opportunities based on customer needs and platform adoption
• Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
• Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
• Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
• Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

Requirements:

• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Strong technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience