Customer Success Manager (UKI)

Join Abnormal, a leading AI-driven email security platform, as a Customer Success Manager (CSM) for the UKI region. In this role, you will be the primary interface between the customer and internal teams, ensuring clear success criteria is established and attained, driving adoption of platform best practices, and maintaining a feedback loop for key product enhancements. You will also serve as the 'voice of the customer' and provide internal feedback on how to better serve them. The position offers a range of benefits, including healthcare, flexible PTO, 401k, and more.

• Establish and nurture stakeholder relationships, acting as the customer's trusted advisor to align on value objectives and results.
• Drive adoption of platform best practices to optimize ROI, educate on new/upcoming features, and anticipate and proactively de-escalate issues.
• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
• Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
• Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
• Previous experience with Internet and networking technologies and products, including email security products
• 2+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required
• Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
• Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)