About the Role
As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.
Who you are
- Experienced in enterprise SaaS product support environments
- Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
- Strategic thinker with strong account management, planning, and problem-solving skills
- Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
- Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
- Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
- Strong communicator with the ability to influence and engage executives and stakeholders at all levels
What you will do
- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate
Must Haves
- 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
#LI-MC2
AI and our hiring process
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.
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.
