Customer Success Manager
New
A
Abnormal AIEnterprise SaaS
Remote - USAFull-TimeManager
SalaryBase salary range: $119,040 — $140,000 USD. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
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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
- SalesforceJiraCustomer SuccessNetworking
Requirements
- Have 5+ years of experience in enterprise SaaS.
- Have at least 3+ years of experience in Customer Success, TAM, or support roles.
- Demonstrate the ability to manage large customer portfolios and build long-term relationships, including at the executive level.
- Have strong communication, presentation, and organizational skills for strategic and technical conversations.
- Have problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
- Be proficient with CRM and case management tools such as Salesforce and Jira.
- Have technical proficiency in internet technologies, networking, and email security products.
- Hold a bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or have equivalent practical experience.
Responsibilities
- Act as the main point of contact for assigned customers and guide platform adoption and success planning.
- Deliver QBRs and EBRs, communicate ROI, and align on success metrics to support retention and expansion.
- Understand customers’ industries, goals, and challenges and provide tailored recommendations.
- Promote platform features, provide ongoing education, and identify opportunities for expanded adoption.
- Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues and share insights.
- Maintain knowledge of the product roadmap and communicate relevant updates and enhancements to customers.
- Coordinate with internal teams to develop and execute customer success plans and address risks.
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