Abnormal Security

Customer Success Manager

• 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.

Senior Customer Success Manager, Strategic

Sales Engineer

• Lead the 60-minute Identity deep-dive meeting for customers going deep on ITP, ITDR, ISPM, Identity Graph, or Adaptive Identity Reset
• Support the PoV motion for Identity/ITDR opportunities alongside senior specialists and the core AE/SE team
• Help define and validate PoV success criteria and CARE reports for identity attack scenarios
• Partner with Identity product management and engineering to stay current on capability, roadmap, and known gaps
• Contribute to the Identity threat library and competitive positioning content
• Participate in delivering technical training to SEs, AEs, PSCs, and TAMs as part of the Black Hat enablement curriculum
• Surface field feedback (win/loss themes, competitive gaps, capability requests) to senior team members for the product roadmap

Sales Engineer, Identity Threat Protection

• 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

Customer Success Manager, Enterprise

• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
• Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
• Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
• Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
• Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
• Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
• Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
• Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

Customer Success Manager, Enterprise – Fed/SLED

Product Manager

• Own the EA-to-GA motion for the Identity Threat Protection launch: demos, deep dives, and POVs.
• Test messaging hypotheses in live deals alongside Sales Engineers, and diagnose competitive loss reasons — product gap vs. framing gap.
• Brief PM with pattern analysis across accounts, and document what works to produce a proven playbook ready for SE enablement at GA.
• Transition into standing ownership of the identity product area, carrying it forward permanently as the product moves through its lifecycle.
• Run adoption diagnostics on identity features, and support technical evaluations in competitive renewals.
• Provide consultative escalation support on complex identity-related customer situations, growing into direct participation on the most complex cases over time.
• Partner with Product Marketing as a standing collaborator on identity messaging and competitive positioning as new pressures emerge.

Outbound Product Manager – Identity Focus

Salesforce Administrator

• Own end-to-end administration of Abnormal's core Salesforce platform: user provisioning, roles, profiles, permission sets, sharing rules, and org-wide security posture.
• Serve as the principal owner of platform configuration: custom objects, fields, page layouts, record types, validation rules, and Flow-based automation.
• Design, build, and maintain custom development (Apex, Lightning Web Components, Visualforce, SOQL) to extend the platform beyond what declarative tools alone can deliver.
• Own the integration layer between Salesforce and third-party tools and AppExchange packages, including installation, upgrades, health monitoring, and troubleshooting.
• Establish and enforce Salesforce security best practices: SSO/SCIM integration patterns, IP and login restrictions, least-privilege access, and regular access audits.
• Manage the full Salesforce release lifecycle: sandbox strategy, change set or CI/CD deployment tooling, and evaluation and rollout of seasonal releases and new platform capabilities.
• Monitor platform health and performance: API limits, technical debt, orphaned automations, and system reliability, proactively remediating risk before it becomes an incident.
• Partner with IT, Security, and GRC to ensure Salesforce configuration and access controls support our SOC2, ISO 27001, GDPR, and FedRAMP compliance obligations.

Senior Salesforce Administrator

• Lead, mentor, and grow a team of Customer Success Managers
• Empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities
• Champion the adoption of AI tools and automation across your CSM team
• Develop and execute strategies for customer retention and expansion
• Maintain hands-on knowledge of our AI-driven email security solutions
• Serve as a key point of escalation for customer issues

Manager, Customer Success

• Serve as the technical authority and primary technical decision partner in enterprise sales cycles, from discovery through close, including full ownership of Proof of Value (POV) success criteria and outcomes
• Lead architecture-level conversations with security, email, and identity teams
• Run technical discovery that uncovers risk, not just requirements
• Conduct technical and competitive landscape research to effectively address customer questions and objections
• Confidently answer architecture-level and modern threat questions without deferring to Product or Engineering
• Articulate why legacy secure email gateways fail against social engineering and identity-based attacks
• Educate sales executives and partners on Abnormal Security’s products, platform, and security posture
• Obsessively drive customer satisfaction and successful Enterprise outcomes

Enterprise Sales Engineer – Northeast, SLED

• 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

Digital Customer Success Manager

MidMarket Customer Success Manager

MidMarket Customer Success Manager, North Central & Northwest

Data Analyst

• Build and maintain the customer health scoring model, ensuring it reflects risk, engagement, and satisfaction signals across the customer lifecycle.
• Develop and own data models for product usage and adoption, giving CS, Support, and leadership clear visibility into how customers engage with the platform.
• Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product, translating findings into clear, actionable recommendations.
• Build and maintain product configuration metrics that surface how customers have deployed the platform relative to best practice.
• Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base.
• Partner cross-functionally with CS Operations, Sales, Product, and Data teams to keep analytics infrastructure and definitions consistent and trusted.
• Present insights and recommendations to CS leadership in a clear, decision-ready format.

Customer Analytics Manager

Marketing Analyst

• Support financial planning, budgeting, and forecasting for marketing headcount and operational expenses
• Analyze complex datasets to develop scalable reporting solutions for Marketing month-end close, Budget-vs-Actuals variance analysis, and insight-driven forecasting.
• Develop scenario-based financial models to assess marketing investments, ROI, and performance trends.
• Partner with Marketing Operations and Strategy & Analytics teams to align financial plans with GTM initiatives and revenue growth strategies.
• Provide data-driven insights and recommendations to FP&A & GTM senior leadership
• Leverage AI, automation, and analytics tools to enhance forecasting accuracy and financial reporting.
• Identify cost optimization opportunities and support strategic resource allocation.

Financial Analyst, Marketing

Full-stack Engineer

• Design & execute software projects that are critical to Abnormal's core product, working with a team of engineers through conception, design, implementation, launch, and operation
• Own and improve the stability, performance, and scalability of tier 0 backend services that process billions of emails daily
• Collaborate with teams across R&D including Detection, Products, and Infrastructure to ensure Message Mailflow services meet the needs of the broader organization
• Participate in oncall rotations to maintain the reliability and uptime of mission-critical systems
• Drive continuous improvement by identifying opportunities to enhance system efficiency, reduce operational overhead, and increase reliability
• Raise the bar of engineering excellence, actively contributing to knowledge sharing within the team and participating in professional development activities

Software Engineer II, Message Mailflow

Consultant

• Drive fast time-to-value at scale. Own a large, high-turnover portfolio of self-serve deployments and get each customer to an activated, value-realizing state quickly, consistently meeting the 12-day self-serve time-to-value target.
• Run an efficient, largely asynchronous deployment motion. Manage go-live intake, activation, and follow-up primarily through structured, templated communication and self-service enablement (guides, Abnormal Academy, portal) rather than one-off scheduled calls, while also being able to pivot to occasional one-off calls that will not be as structured or scripted.
• Monitor and triage deployment health daily. Sweep open deployments, classify them (not activated / partially deployed / ready to close), and prioritize the accounts that need attention today across a high-volume book.
• Troubleshoot common deployment blockers. Use internal runbooks, and escalate non-standard technical or relationship issues to Senior PS Consultants, Support, or Engineering with clear context.
• Guide customers to full value. Help customers activate every product they've purchased (Inbound Email Security (IES), Account Takeover Protection (ATO), AI Security Mailbox (AISM), Email Productivity, and other add-ons) across Microsoft 365 and Google Workspace, and adopt best practices that get them the most from the platform.
• Proactively manage risk. Spot blockers and coverage gaps early and escalate to keep deployments moving.
• Work cross-functionally and transparently. Keep the account team aligned on status, risks, and next steps for every account you touch.
• Raise the bar on quality and CSAT. Uphold Abnormal's quality standards and help strengthen the Professional Services customer-satisfaction program.