Customer Success Manager

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

📋 Description

• Act as the ‘voice of the customer’ by providing internal insights on how we can enhance our services to maximize customer value and retention.

• Organize, prepare, and conduct Business Reviews for clients, prioritizing the demonstration of ROI that leads to renewals and expansions.

• Drive customer adoption of key platform features and best practices to optimize ROI, which is essential for retention, satisfaction, and growth.

• Maintain a comprehensive understanding of our product and roadmap to effectively guide customers towards success and improve their Adoption Score.

• Educate clients on the most pertinent features and functionalities that align with their specific needs.

• Stay informed about customer industry trends, business challenges related to email security, and both current and prospective use cases for Abnormal.

• Build a strategic, trusted advisor relationship with customers at the highest relevant levels by advising on optimal usage of the platform to manage risks and achieve their objectives.

• Cultivate and support Abnormal AI advocates within your customer’s organization who promote the platform based on their positive experiences.

• Engage with senior decision-makers to comprehend their evolving email security strategy, shaping Success Planning based on these insights.

• Collaborate with the internal Account team and external stakeholders to create and maintain a Success Plan that outlines how Abnormal AI meets their immediate and future needs, complete with success metrics.

• Proactively monitor customer health to reach out before issues escalate, identifying options for remediation.

• Partner with the Abnormal AI Account Team (including Account Executives, Sales Engineers, Support Engineers, etc.) to ensure customer renewals and expansion of usage.

• Analyze customer user trends to recommend risk mitigation actions to internal teams (Product, Support, Services, etc.). For example, collaborate with Engineering to address customer advanced reporting needs based on frequent case escalations.

• Organize internal actions and schedule customer calls as needed to resolve case issues and ensure all commitments are fulfilled.

⛳️ Requirements

• Over 2 years of experience in a Customer Success Management role, with more than 5 years in an enterprise SaaS product support environment.

• Proven track record in building and nurturing long-term executive-level relationships (including CISOs and CIOs) at Fortune 500 companies, while delivering an exceptional overall customer experience (measurable through health scores, account retention/growth rates, and percentage of referenceable customers).

• Action-oriented with the capability to quickly evaluate and integrate inputs from various functions (Support, Product, Engineering) and translate them into scalable solutions and a clear customer narrative.

• Strong soft skills focused on developing and maintaining customer trust and effectively de-escalating issues (i.e., transforming escalations into positive experiences based on our response quality).

• Excellent analytical and organizational skills, with the ability to assess and analyze the financial return or ROI on the customer’s investment.

• Exceptional written, verbal, and presentation skills, capable of effective communication with all organizational levels—internally and externally.

• Demonstrated ability to introduce and discuss new product features, best practices, and follow up with customers to promote desired platform adoption and usage.

• Strong technical troubleshooting abilities (i.e., previous support or SE experience), along with the capacity to collaborate, coordinate, and escalate issues within a team of product support professionals.

• Prior experience with internet and networking technologies and products, including email security solutions.

• Proficient in using case management systems and CRMs (e.g., SFDC / JIRA).

• Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent experience with strong communication skills and technical knowledge is required.

🏝️ Benefits

• Health insurance

• Professional development