MidMarket Customer Success Manager
New
A
Abnormal AISaaS, Email Security
Remote - USAFull-TimeMiddle
Salary$119,040 — $140,000 USD
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Job Details
- Experience
- 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
- Required Skills
- SalesforceJiraNetworkingRelationship managementCustomer SuccessSaaS
Requirements
- 5+ years of experience in enterprise SaaS
- 3+ years in Customer Success, TAM, or support roles
- Proven ability to manage large customer portfolios and develop long-term relationships at the executive level
- Excellent communication, presentation, and organizational skills
- Strong problem-solving skills and experience resolving escalations
- 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
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
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