Sr. Customer Success Manager, Fed/SLED
New
A
Abnormal AIEnterprise SaaS
Remote - USAFull-TimeSenior
Salary$139,440 — $164,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceJiraCustomer SuccessAccount ManagementRelationship management
Requirements
- 5+ years of Customer Success experience, ideally in enterprise SaaS.
- Proven track record managing executive relationships (CIO, CISO, or equivalent).
- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio.
- Strong account management, strategic planning, problem-solving, and negotiation skills.
- Strong technical aptitude with enterprise software and networking technologies.
- Excellent communication and presentation skills, with the ability to lead executive-level discussions.
- Bachelor’s degree in Computer Science, Engineering, or equivalent work experience.
- Proficiency with case management systems and CRMs (e.g., SFDC, JIRA).
Responsibilities
- Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth.
- Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features.
- Develop and execute strategic success plans that align with customer goals and roadmap.
- Identify upsell and cross-sell opportunities based on customer needs and platform adoption.
- Maintain deep knowledge of Abnormal products and roadmap to educate customers.
- Establish trusted advisor relationships and cultivate customer champions.
- Partner across internal teams (Sales, Product, Engineering, Support) to ensure satisfaction and expansion.
- Monitor customer health, anticipate risks, and coordinate remediation plans.
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