[Remote] Customer Success Manager, Florida

Note: The job is a remote job and is open to candidates in USA. Abnormal AI is hiring a Customer Success Manager to guide customers through onboarding, adoption, and ongoing value delivery. The role builds strategic customer relationships, drives measurable outcomes and retention, and collaborates with internal teams to resolve issues and improve the product.

Responsibilities

• 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

Skills

• 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
• 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
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience

Benefits

• This role may be eligible for bonus or incentive compensation.
• This role may be eligible for equity.
• A comprehensive benefits package.

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