Senior Customer Success Manager, Strategic (East)

About the Role

As a Senior Customer Success Manager, you'll be passionate about ensuring customers are happy, successful, and see the full value of our platform. This role involves being a trusted advisor, building strong relationships, and helping customers achieve their goals. It means setting clear success metrics, driving platform adoption for optimal return on investment, educating on new features, proactively solving issues, and channeling customer feedback to product teams.

Who you are

You are an action-oriented professional with a proven track record in customer success and enterprise SaaS support. You excel at building executive-level relationships, managing complex accounts, and transforming customer issues into positive experiences. You possess strong analytical, organizational, and communication skills, with an ability to understand ROI. You are comfortable with internet/networking technologies, email security products, and case management/CRM systems.

What you will do

• Drive Customer Value & Retention: Serve as the "voice of the customer" internally, providing feedback to maximize value and retention. This includes preparing and delivering Business Reviews focused on proving ROI to secure renewals and expansion, while also increasing customer adoption of key platform features and best practices.
• Maintain Product Expertise: Continuously understand our product and roadmap to guide customers to success, boost their Adoption Score, and educate them on the most relevant features for their specific needs.
• Build & Nurture Relationships: Understand customer industry trends, email security challenges, and potential use cases for Abnormal. Establish a strategic, trusted advisor relationship with senior decision-makers, guiding them on best practices and developing internal champions for our platform.
• Lead Account Success Planning: Engage senior customer decision-makers to understand their evolving security strategy, shaping Success Plans with clear metrics. This involves collaborating with internal and external stakeholders to maintain these plans and proactively monitoring customer health to address risks and issues before they escalate.
• Collaborate & Mitigate Risk: Partner closely with our internal Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion. This also includes monitoring customer usage trends to recommend risk mitigation actions to internal teams (Product, Support, Services), and coordinating internal actions and customer calls to resolve case issues and meet all commitments.

Must Haves

• Experience: 5+ years in a CSM role, plus 8+ years in an enterprise SaaS product support environment.
• Relationship Building: Strong experience building long-lasting executive-level relationships (including CISOs/CIOs) at Fortune 500 companies, with a focus on achieving high health scores, retention/growth, and referenceable customers.
• Technical Skills: Strong troubleshooting skills (prior support or Sales Engineering experience preferred) and familiarity with Internet/networking technologies, including email security products.
• Tools: Proficient with case management systems and CRMs (e.g., Salesforce, Jira).
• Education: Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience with strong technical knowledge.

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