Mid Market Customer Success Manager (North Central & Northwest)

Join Abnormal AI as a Mid Market Customer Success Manager, where you will be the primary liaison between customers and internal teams. Your focus will be on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will also proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements.

• 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.
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights.
• Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
• 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
• Proven track record of driving product adoption and supporting long-term customer growth
• Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
• Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
• Proficiency with CRM and case management tools such as Salesforce and Jira
• 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
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• 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