Senior Customer Success Manager, Strategic

Abnormal Security

Senior Customer Success Manager at Abnormal ensuring customer satisfaction and value from the security platform. Engaging with Fortune 500 clients and collaborating on success plans and renewals.

Posted 7/24/2026full-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 customer success management, focusing on relationship building with senior decision-makers and driving customer value through strategic account planning and risk mitigation. Proficient in leveraging technical knowledge and tools to enhance customer adoption and retention in an enterprise SaaS environment.

Highest-signal resume keywords

Customer Success ManagementRelationship Building with ExecutivesTechnical Troubleshooting SkillsSaaS Product Support ExperienceProficiency in Salesforce and Jira

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Customer Success ManagementTechnical TroubleshootingEmail Security ProductsInternet/Networking TechnologiesAccount Success Planning

Soft Skills

Relationship BuildingStrategic AdvisoryCollaborationCommunication

Tools & Technologies

SalesforceJiraCase Management Systems

Industry Keywords

Enterprise SaaSCustomer RetentionCustomer AdoptionHealth ScoresRisk Mitigation

About the role

Key responsibilities & impact

Drive Customer Value & Retention: Serve as the 'voice of the customer' internally, providing feedback to maximize value and retention. This includes preparing and delivering Business Reviews focused on proving ROI to secure renewals and expansion, while also increasing customer adoption of key platform features and best practices.
Maintain Product Expertise: Continuously understand our product and roadmap to guide customers to success, boost their Adoption Score, and educate them on the most relevant features for their specific needs.
Build & Nurture Relationships: Understand customer industry trends, email security challenges, and potential use cases for Abnormal. Establish a strategic, trusted advisor relationship with senior decision-makers, guiding them on best practices and developing internal champions for our platform.
Lead Account Success Planning: Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics. This involves collaborating with internal and external stakeholders to maintain these plans and proactively monitoring customer health to address risks and issues before they escalate.
Collaborate & Mitigate Risk: Partner closely with our internal Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion. This also includes monitoring customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services), and coordinating internal actions and customer calls to resolve case issues and meet all commitments.

Requirements

What you’ll need

Experience: 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment.
Relationship Building: Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers.
Technical Skills: Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products.
Tools: Proficient with case management systems and CRMs (e.g., Salesforce, Jira).
Education: Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.

Benefits

Comp & perks

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.