Abnormal Security

Customer Success Manager, MidMarket

Abnormal Security

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $119,040 - $140,000 per year

About the role

  • 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

Requirements

  • 5+ years of Customer Success experience, ideally in enterprise SaaS
  • Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
  • Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
  • Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
  • 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
Benefits
  • Bonuses
  • Restricted stock units (RSUs)
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessSaaSCRMcase managementinternet technologiesnetworkingemail security
Soft Skills
communicationpresentationorganizationalproblem-solvingrelationship management