About the job
About the Role
Join abnormalsecurity as a Senior Customer Success Manager, where you will play a pivotal role in managing strategic customer relationships and ensuring the realization of long-term value across a diverse portfolio of mid-market and enterprise accounts. You will take charge of success planning, promote product adoption and engagement, and proactively mitigate risks. Your collaboration with cross-functional teams, including Product, Engineering, Sales, and Support, will directly influence customer retention, satisfaction, and account growth. Your insights will be instrumental in refining both customer and internal processes.
Who You Are
- You thrive in an independent role, adept at navigating strategic accounts and aligning customer needs with organizational objectives.
- You are comfortable addressing technical and strategic challenges, leveraging internal collaborations to achieve results.
- Your communication skills allow you to present complex ideas clearly to a variety of audiences.
- You are adaptable and proactive, possessing a continuous improvement mindset in dynamic, fast-paced environments.
What You Will Do
- Manage post-sale customer relationships, focusing on adoption, retention, and value delivery with minimal oversight.
- Conduct outcome-oriented QBRs/EBRs and lead success planning to align customer aspirations with platform capabilities.
- Drive feature engagement and platform adoption through best practices, education, and roadmap updates.
- Utilize data-driven insights to monitor account health, proactively identifying risks and leading coordinated mitigation efforts.
- Address complex escalations promptly with clear communication, emphasizing long-term customer trust and satisfaction.
- Work closely with Sales, Engineering, and Support to positively influence renewal and expansion outcomes.
- Act as the voice of the customer internally, providing structured feedback to Product and other relevant teams.
- Facilitate knowledge sharing and contribute to internal process development or mentoring as needed.

