Customer Success Manager (Mid-Market Texas & Ohio Valley)

Join Abnormal AI as a Customer Success Manager, where you will be the primary liaison between customers and internal teams. You will focus on successful onboarding, adoption, and ongoing value delivery, while building strong customer relationships and driving measurable outcomes. Your role will involve collaboration with cross-functional teams, maintaining customer satisfaction and retention, and proactively identifying opportunities and risks. You will also deliver regular business reviews, understand customers' industries and goals, promote key platform features, and coordinate with internal teams to execute customer success plans.

• Servir como el principal enlace entre los clientes y los equipos internos, enfocándose en la incorporación exitosa, la adopción y la entrega de valor continuo.
• Construir y nutrir relaciones sólidas con los clientes, alinearse con los objetivos comerciales y impulsar resultados medibles a través de la adopción de mejores prácticas y la planificación estratégica.
• Identificar proactivamente oportunidades y riesgos para ayudar a los clientes a maximizar su inversión y contribuir con comentarios valiosos para las mejoras del producto.
• Proven track record of driving product adoption and supporting long-term customer growth
• Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
• Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
• Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
• Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
• Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
• 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
• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience