Manager, Customer Success
New
A
Abnormal AIEnterprise SaaS
Remote - USAFull-TimeManager
Salary$159,840 — $188,000 USD
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Job Details
- Experience
- 8+ years of experience in enterprise SaaS; 3+ years of experience leading a Customer Success team in a SaaS environment
- Required Skills
- Account ManagementData analyticsCustomer SuccessSaaS
Requirements
- 8+ years of experience in enterprise SaaS.
- 3+ years of experience leading a Customer Success team in a SaaS environment.
- Expertise in guiding teams to successfully renew or expand platform adoption.
- Proficiency in developing use cases/solutions with a robust background in the mid-market sector.
- Experience managing mid-market or tech-touch accounts with a focus on retention and expansion.
- Proven track record of working with digital customer success and delivering exceptional customer outcomes.
- Deep understanding of account management principles, including renewals.
- Strong analytical skills, with the capacity to translate data insights into strategic actions.
- Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels.
- Ability to travel based on customer and business needs (est. 20-25%).
Responsibilities
- Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence and accountability.
- Empower Renewal Managers and Specialists with effective strategies to drive renewals and identify expansion opportunities.
- Champion the adoption of AI tools and automation across the CSM team to streamline workflows and improve customer insights.
- Develop and execute strategies for customer retention and expansion across high-touch and automated engagements.
- Maintain hands-on product knowledge to provide strategic guidance on AI-driven email security solutions.
- Serve as a key point of escalation for customer issues, coordinating with product and engineering teams.
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