Senior Customer Success Manager
A
AbnormalEnterprise SaaS
Remote - USAFull-TimeSenior
Salary142800 - 168000 CAD per year
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Job Details
- Experience
- 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
- Required Skills
- SalesforceJira
Requirements
- 8+ years of experience in enterprise SaaS
- At least 3 years in Customer Success, TAM, or support roles
- Proven track record managing complex customer relationships, including executive-level stakeholders
- Strong communication, analytical, and problem-solving skills
- Technical familiarity with internet and networking technologies
- Experience with security products is a plus
- Proficiency in CRM and support tools such as Salesforce and Jira
- Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
Responsibilities
- Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
- Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
- Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
- Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
- Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
- Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
- Represent the customer voice internally, providing structured feedback to Product and other teams
- Support knowledge sharing and contribute to internal process development or mentoring where relevant
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