Abnormal
Customer Success Manager, Enterprise (New York)
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 3 weeks ago · Added yesterday
Been open since 3 weeks ago, still being checked, but it has been live a while.
Salary
$119k to $140k per year
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote - USA"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
About the Role
As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention.
Who you are
Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
Proven track record of driving product adoption and supporting long-term customer growth
What you will do
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
Must Haves
5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
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
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Abnormal, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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