Senior Customer Success Manager – Fed/SLED

Abnormal Security

Senior Customer Success Manager growing Fed/SLED enterprise SaaS accounts for Abnormal AI. Driving adoption, renewals, expansion, and executive customer outcomes.

Posted 9/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $139,440 - $164,000 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 customer success within enterprise SaaS environments. Proficient in strategic planning, account management, and fostering executive-level partnerships to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementEnterprise SaaS ExperienceAccount ManagementStrategic PlanningTechnical Aptitude

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Lifecycle ManagementJourney MappingRetention StrategiesProblem-SolvingNegotiation Skills

Soft Skills

Excellent CommunicationPresentation SkillsRelationship Building

Tools & Technologies

SFDCJIRACase Management Systems

Industry Keywords

Customer SuccessEnterprise SoftwareNetworking Technologies

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Manage and grow a portfolio of customer relationships
Ensure customer success, satisfaction, retention, and growth
Align with customers on success criteria and drive adoption of best practices
Deliver Business Reviews, prove ROI, and maximize value realization from the Abnormal platform
Develop and execute strategic success plans aligned with customer goals and roadmaps
Engage senior decision makers to guide customer strategy
Identify upsell and cross-sell opportunities
Maintain deep knowledge of Abnormal products and roadmap
Educate customers on relevant features and drive platform adoption
Establish trusted-advisor relationships and cultivate customer champions
Partner with Sales, Product, Engineering, and Support teams
Monitor customer health, anticipate risks, and coordinate remediation plans
Provide feedback to internal teams

Requirements

What you’ll need

5+ years of Customer Success experience, ideally in enterprise SaaS
Proven track record managing executive relationships (CIO, CISO, or equivalent)
Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
Strong account management, strategic planning, problem-solving, and negotiation skills
Strong technical aptitude with enterprise software and networking technologies
Excellent communication and presentation skills, with the ability to lead executive-level discussions
Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
Experience in enterprise SaaS product support environments
Knowledge of customer lifecycle management, including journey mapping, touchpoints, and retention strategies
Proficiency with case management systems and CRMs such as SFDC and JIRA

Benefits

Comp & perks

Bonus or incentive compensation may be available
Equity may be available
Comprehensive benefits package
Pre-employment checks aligned with security and privacy standards