- As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery.

- You will build and nurture robust customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning.

- You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements.

- Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention

- 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

- Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives

- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption

- Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights

- Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers

- Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

Benefits

- Healthcare

- Flexible PTO
- 401k

- One Medical





- Flexible Spending Account

- Mental Health Resources

- Home Office Stipend
- Monthly Internet & Phone Stipend

- Health and Wellness Stipend- Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions

- 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

- 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

- Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations

- 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

- 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

- 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- We review every submission and typically respond within two weeks

📌 Customer Success Manager (Canada)
🏢 Abnormal Security
📍 Canada