Customer Success Manager, MidMarket Southwest

About the RoleAs 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 areSkilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executivesAction-oriented, analytical, and collaborative in approach to customer success and issue resolutionDedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycleStrong verbal and written communication skills, comfortable handling both strategic discussions and technical conversationsSolid technical understanding of SaaS products, including internet technologies, networking, and email security solutionsProven track record of driving product adoption and supporting long-term customer growthWhat you will doAct as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planningDeliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansionUnderstand customers' industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectivesPromote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoptionProactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insightsMaintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customersCoordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfactionMust Haves5+ years of Customer Success experience, ideally in enterprise SaaSProven ability to manage large customer portfolios and develop long-term relationships, including at the executive levelExcellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectivelyStrong problem-solving skills and experience resolving escalations while maintaining a positive customer experienceProficiency with CRM and case management tools such as Salesforce and JiraTechnical proficiency related to internet technologies, networking, and email security productsBachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience#LI-EM3