Senior Manager, Customer Trust
Abnormal Security
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $182,800 - $215,000 per year
Job Level
About the role
- Lead and develop a team of 4-5 Customer Trust professionals; establish team goals, operating cadence, and career development paths.
- Own the end-to-end Customer Trust program strategy, roadmap, and KPIs; report on program effectiveness to GRC Director, CISO, and executive leadership.
- Serve as the escalation point and subject matter expert for complex customer security, privacy, and compliance inquiries.
- Own and drive all customer and prospect security questionnaires and RFP responses; ensure timely, accurate, and high-quality deliverables.
- Serve as the primary point of contact for customer security conversations—join calls, present Abnormal's control environment, and address customer concerns with confidence and credibility.
- Partner with Sales and Customer Success to support strategic deals and customer renewals requiring security assurance.
- Own the Trust Center (SafeBase or equivalent)—manage configuration, content, access, and continuous improvement.
- Curate and maintain all customer-facing security documentation including pen-test reports, SOC 2 reports, ISO certifications, policies, and whitepapers.
- Analyze customer demand signals to proactively develop new content (whitepapers, FAQs, one-pagers) that anticipates customer needs and reduces inbound volume.
- Review Security Contract Exhibits, Data Processing Agreements (DPAs), and privacy addenda; provide timely, informed feedback to Legal and customers.
- Partner with Legal to standardize security and privacy contract language and streamline negotiation workflows.
- Build strong partnerships with Sales, Legal, Product Security, Compliance, and Engineering to ensure cohesive messaging and efficient processes.
- Stay current on regulatory developments (GDPR, CCPA, industry frameworks) and translate implications for customer-facing communications.
Requirements
- 8+ years of experience in customer trust, security assurance, GRC, or related disciplines with progressive responsibility.
- 3+ years of people management experience leading customer-facing security or compliance teams.
- Demonstrated experience owning customer security questionnaires, RFPs, and trust center operations at a SaaS or technology company.
- Track record of directly engaging with customers (including executive-level security stakeholders) on security, privacy, and compliance topics.
- Strong understanding of common security frameworks and certifications (SOC 2, ISO 27001, ISO 27701, FedRAMP, GDPR, CCPA).
- Experience reviewing and negotiating security contract terms, DPAs, and privacy exhibits.
- Excellent communication skills—able to translate complex security concepts for technical and non-technical audiences, both written and verbal.
- Strong project management skills with ability to manage multiple priorities in a fast-paced environment.
- Executive presence and credibility to represent the company's security posture to enterprise customers.
Benefits
- Bonuses
- Restricted stock units (RSUs)
- Benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer trustsecurity assuranceGRCsecurity questionnairesRFPstrust center operationsproject managementsecurity frameworkscontract negotiationdata processing agreements
Soft Skills
people managementcommunicationexecutive presencecredibilitypartnership buildinganalytical skillspresentation skillsorganizational skillscustomer engagementproblem-solving