Digital Customer Success Manager, UK

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💎 Seniority level: Manager, 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment

📍 Location: UK

🔍 Industry: SaaS

🏢 Company: Abnormal Security👥 501-1000💰 $250,000,000 Series D 6 months agoArtificial Intelligence (AI)Email Information Technology Cyber Security Network Security

🗣️ Languages: English

⏳ Experience: 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment

🪄 Skills: Data AnalysisJiraAnalytical SkillsCross-functional collaborationCRMCustomer SuccessSaaS

Requirements:

2+ years experience in a Customer Success Manager capacity.
3+ years experience in enterprise SaaS product support.
Strong written, spoken, and presentation skills.
Ability to use case management systems and CRM’s (e.g., SFDC / JIRA).
Bachelor of Science in Computer Engineering/ Computer Science or related field.
Technical knowledge or similar work experience is a plus.

Responsibilities:

Serve as the ‘voice of the customer’ and provide internal feedback.
Assess and integrate inputs across functions to create scalable solutions.
Develop customer trust and de-escalate issues effectively.
Monitor customer usage and provide optimization recommendations.
Gather and analyze customer feedback to identify trends.
Increase adoption of key platform features for improved ROI.
Proactively monitor customer health and reach out before issues arise.
Collaborate with Abnormal Security Account Team for renewals and expansions.