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Digital Customer Success Manager
Abnormal SecurityDigital Customer Success Manager at Abnormal AI helping guide customers through their lifecycle. Managing digital-first strategies and ensuring measurable value from the platform.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer portfolios through digital engagement strategies, driving adoption and retention in SaaS environments. Proficient in analyzing customer health data to inform product development and enhance customer success.
Highest-signal resume keywords
Customer Success ManagementDigital Engagement StrategiesData Analysis and InterpretationCRM Platforms (Salesforce, Gainsight, Totango)SaaS Customer Lifecycle Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health MonitoringDigital Campaign DesignRetention Strategy DevelopmentProactive Risk ManagementDigital QBRs/EBRs Delivery
Soft Skills
Excellent Communication SkillsAnalytical Thinking
Tools & Technologies
SalesforceGainsightTotango
Industry Keywords
SaaSCustomer EngagementDigital AdoptionCustomer RetentionLifecycle Stages
About the role
Key responsibilities & impact- Manage a portfolio of 500–600 customers through digital-first engagement strategies
- Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
- Monitor customer health and usage data to identify risks and take proactive actions
- Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
- Partner with Renewal Managers on retention strategies for at-risk accounts
- Surface insights and adoption trends to inform product roadmap, content, and digital programs
- Contribute to playbooks, automation models, and scalable best practices for digital success
Requirements
What you’ll need- 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
- Proven ability to drive adoption, retention, and growth through digital strategies
- Strong analytical skills with experience interpreting customer health and usage data
- Excellent written and verbal communication skills for both digital and live customer interactions
- Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
- Knowledge of SaaS customer lifecycle stages and strategies for digital engagement
Benefits
Comp & perks- Health insurance
- Professional development opportunities