Customer Success Manager, Enterprise Fed/SLED
119000 - 140000 USD per year
Company:Abnormal
Location:Washington, D.C. area
Languages:English
Seniority level:Senior, 3+ years CSM, 5+ years SaaS support
Experience:3+ years CSM, 5+ years SaaS support
Skills:
Business IntelligenceCybersecurityData AnalysisAPI testingCommunication SkillsAnalytical SkillsRESTful APIsOrganizational skillsPresentation skillsWritten communicationRelationship buildingProblem-solving skillsAccount ManagementTeamworkVerbal communicationTroubleshootingActive listeningCross-functional collaborationSales experienceComputer skillsTechnical supportCRMCustomer SuccessSaaS
Requirements:
3+ years experience in a CSM capacity. 5+ years experience in an enterprise SaaS product support environment. Strong experience building executive-level relationships at F500 companies. Ability to assess and integrate inputs across functions into scalable solutions. Strong soft skills for developing customer trust and de-escalating issues. Strong analytical and organizational skills, with ability to understand ROI. Strong written, spoken, and presentation skills. Proven ability to introduce and review new product features and best practices. Strong technical troubleshooting skills. Previous experience with Internet and networking technologies and products. Well versed with using case management systems and CRMs (e.g., SFDC / JIRA). Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or equivalent work experience.
Responsibilities:
Serve as the 'voice of the customer' and provide internal feedback. Schedule and deliver Business Reviews to prove ROI. Increase customer adoption of platform features and best practices. Educate customers on relevant product features and functionality. Establish strategic, trusted advisor relationships with customers. Develop Abnormal Security champions within customer organizations. Formulate/maintain Success Plans outlining how Abnormal Security addresses customer needs. Proactively monitor customer health and mitigate risks. Partner with internal Account Teams to ensure renewals and expansion. Monitor user trends and recommend risk mitigation actions to internal teams. Coordinate internal actions and schedule customer calls to address case issues.
