Senior Customer Success Manager (Strategic, East)

Join our team as a Senior Customer Success Manager, where you'll be responsible for ensuring customer satisfaction and success with our platform. You'll build strong relationships, drive platform adoption, and provide feedback to maximize value and retention. This role requires strong analytical, organizational, and communication skills, as well as experience in customer success and enterprise SaaS support.

• Drive Customer Value & Retention: Serve as the "voice of the customer" internally, providing feedback to maximize value and retention.
• Build & Nurture Relationships: Understand customer industry trends, email security challenges, and potential use cases for Abnormal.
• Lead Account Success Planning: Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics.
• You are an action-oriented professional with a proven track record in customer success and enterprise SaaS suppor
• You excel at building executive-level relationships, managing complex accounts, and transforming customer issues into positive experiences
• You possess strong analytical, organizational, and communication skills, with an ability to understand ROI. You are comfortable with internet/networking technologies, email security products, and case management/CRM systems
• Relationship Building: Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers
• Technical Skills: Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products
• Tools: Proficient with case management systems and CRMs (e.g., Salesforce, Jira)
• Experience: 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment
• Education: Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge