Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the primary liaison for designated clients and cultivate strategic partnerships.

• Facilitate platform adoption and develop success strategies.

• Conduct regular business reviews (QBRs/EBRs), communicate return on investment (ROI), and align on key success metrics.

• Gain insights into clients’ industries, objectives, and challenges to offer customized recommendations.

• Enhance awareness and utilization of core platform features while providing continuous education.

• Oversee customer health, address escalations, and collaborate with Product, Engineering, Support, and Sales teams.

• Maintain in-depth knowledge of the product roadmap and relay pertinent updates to clients.

• Work with internal teams to formulate and implement customer success plans.

• Identify opportunities and potential risks, proactively manage risks, and share actionable product insights.

• Ensure customer satisfaction, retention, and delivery of long-term value.

⛳️ Requirements

• A minimum of 5 years of experience in enterprise SaaS, with at least 3 years in Customer Success, Technical Account Management, or support roles.

• Demonstrated capability to manage extensive customer portfolios and nurture long-term relationships, including at the executive level.

• Exceptional communication, presentation, and organizational abilities.

• Strong problem-solving skills with experience in managing escalations.

• Proficient in CRM and case management software such as Salesforce and Jira.

• Technical expertise related to internet technologies, networking, and email security products.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Proficient in building trust and sustaining relationships with stakeholders at multiple organizational levels.

• Action-oriented, analytical, and collaborative mindset.

• Strong verbal and written communication abilities.

• Solid technical knowledge of SaaS products, internet technologies, networking, and email security solutions.

• Proven history of promoting product adoption and facilitating long-term customer growth.

🏝️ Benefits

• Pre-employment screenings for successful candidates, in accordance with applicable laws and Abnormal AI’s security and privacy policies.

• Commitment to equal opportunity employment.