The Customer Success Manager will manage customer onboarding, foster relationships, monitor customer health, and drive product adoption to ensure satisfaction and retention.
About the Role
As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention.
Who you are- Experienced in managing post-sales customer relationships within a SaaS environment
- Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
- Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
- Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
- Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
- Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
- Proven track record of driving product adoption and supporting long-term customer growth
- 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
- Minimum 2 years experience in a Customer Success role, with 5+ years in enterprise SaaS or product support environments
- Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
- Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
- Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
- 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
#LI-EM3
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
Base salary range:
$119,040—$140,000 USD
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Top Skills
Email Security Solutions
Internet Technologies
JIRA
Networking
SaaS
Salesforce
Similar Jobs
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The Customer Success Manager enhances client satisfaction and relationships, offering guidance on SailPoint solutions, monitoring account health, and identifying growth opportunities.
Top Skills:
Access Request ManagementComplianceIdentity ManagementRole ManagementSailpoint Products
Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
The Customer Success Manager at CDW focuses on maximizing customer value through Cisco solutions, managing relationships across sales and service teams, and ensuring customer satisfaction and solution adoption.
Top Skills:
CiscoGainsightItilMicrosoft Office SuiteSalesforce
Software • App development
The Manager of Customer Success will lead a team of customer success managers, drive performance goals, implement strategies for customer retention and expansion, and collaborate cross-functionally to enhance customer experience.
Top Skills:
SaaS
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
