Abnormal Security

Customer Success Manager

• 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

Sales Engineer

• 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

• 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

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.

Professional Services Consultant – EMEA

Professional Services Consultant, EMEA

Account Executive

• Sell Abnormal security solutions to your defined territory with the goal to overachieve new annual recurring revenue quota
• Work Mid Market accounts (<3k mailbox organizations) from initial conversations through signing a contract and up-selling once they’re a customer.
• Prospect and generate new business opportunities with Mid Market accounts (<3k mailbox organizations) to supply enough pipeline for them to hit sales targets.
• Work with Customer success to ensure a timely renewal and expansion sale opportunities
• Be a voice for the customer/prospect with internal teams including Sales Engineering/POV team, Product and Marketing to ensure appropriate prioritization to close more revenue.

Mid-Market Account Executive

Designer

• Produce high-quality design assets across brand touchpoints, including web, campaigns, social, events, and print.
• Execute creative across a variety of formats and asset types, working from briefs, established design systems, and creative direction.
• Collaborate cross-functionally with marketing, content, and web partners to deliver cohesive, on-brand creative.
• Contribute to web-forward creative execution across digital surfaces and campaigns, demonstrating fluency in how design systems translate to the web.
• Actively integrate AI tools into your creative workflow, using them to accelerate production, explore options, and push the work further.
• Maintain brand consistency across all deliverables, ensuring work aligns with Abnormal AI's visual identity standards.
• Manage multiple projects simultaneously, prioritizing effectively and communicating proactively on timelines and capacity.