Customer Success Manager, Enterprise

Abnormal Security

Customer Success Manager guiding enterprise customers through Abnormal AI’s email security platform adoption. Driving measurable value, retention, expansion, and executive relationships.

Posted 9/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $119,040 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer relationships and driving product adoption within enterprise SaaS environments. Proficient in utilizing CRM tools and delivering tailored customer success strategies to enhance satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementEnterprise SaaS ExperienceCRM ProficiencyTechnical Understanding of SaaS ProductsCommunication and Presentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementProblem-SolvingProduct Adoption StrategiesEscalation ManagementTechnical Proficiency in Internet TechnologiesNetworking SolutionsEmail Security ProductsBusiness Review DeliverySuccess Metrics AlignmentCustomer Health Monitoring

Soft Skills

Excellent Communication SkillsOrganizational SkillsPresentation SkillsCollaborationCustomer Education

Tools & Technologies

SalesforceJira

Industry Keywords

Customer SuccessEnterprise SaaSCustomer RetentionCustomer OnboardingCustomer Satisfaction

About the role

Key responsibilities & impact

Serve as the primary liaison and main point of contact between assigned customers and internal teams
Develop strategic customer relationships and guide platform adoption and success planning
Deliver regular business reviews (QBRs/EBRs), communicate ROI, and align on success metrics to support retention and expansion
Understand customers’ industries, goals, and challenges and provide tailored recommendations
Promote awareness and usage of key platform features and provide ongoing customer education
Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams
Share actionable customer insights and feedback for product improvements
Maintain expert knowledge of the product roadmap and communicate updates and enhancements to customers
Coordinate with internal teams to develop and execute customer success plans and address risks proactively
Drive successful onboarding, adoption, ongoing value delivery, customer satisfaction, and retention

Requirements

What you’ll need

5+ years of experience in enterprise SaaS, including at least 3+ years in Customer Success, TAM, or support roles
Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
Excellent communication, presentation, and organizational skills
Strong problem-solving skills and experience resolving escalations
Proficiency with CRM and case management tools such as Salesforce and Jira
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 verbal and written communication skills
Solid technical understanding of SaaS products, internet technologies, networking, and email security solutions
Proven track record of driving product adoption and supporting long-term customer growth

Benefits

Comp & perks

Bonus or incentive compensation may be available
Equity may be available
Comprehensive benefits package
Pre-employment checks and AI-assisted recruiting tools are used in the hiring process