[Remote] Sr. Customer Success Manager, Federal

Note: The job is a remote job and is open to candidates in USA. Abnormal AI is hiring a Customer Success Manager, Federal to manage and grow a portfolio of customer relationships. The role drives customer satisfaction, adoption, value realization, retention, and expansion while serving as a trusted advisor and coordinating with internal teams.

Responsibilities

• 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

Skills

• Experienced in enterprise SaaS product support environments
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Strategic thinker with strong account management, planning, and problem-solving skills
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• Strong communicator with the ability to influence and engage executives and stakeholders at all levels
• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Strong technical aptitude with enterprise software and networking technologies
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience

Benefits

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

Company Overview