Senior Customer Success Manager – Fed/SLED

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

📋 Description

• Oversee and expand a portfolio of customer relationships.

• Ensure customer success, satisfaction, retention, and growth.

• Collaborate with customers to define success criteria and promote the adoption of best practices.

• Conduct Business Reviews, demonstrate ROI, and maximize value realization from the Abnormal platform.

• Create and implement strategic success plans that align with customer objectives and roadmaps.

• Engage senior decision-makers to influence customer strategy.

• Identify opportunities for upselling and cross-selling.

• Maintain an in-depth understanding of Abnormal products and their development roadmap.

• Educate customers on pertinent features and encourage platform adoption.

• Build trusted-advisor relationships and nurture customer champions.

• Collaborate with Sales, Product, Engineering, and Support teams.

• Monitor customer health, foresee risks, and coordinate remediation plans.

• Provide insights and feedback to internal teams.

⛳️ Requirements

• A minimum of 5 years of Customer Success experience, preferably in the enterprise SaaS sector.

• Proven ability to manage executive relationships (CIO, CISO, or equivalent).

• Demonstrated success in driving customer adoption, retention, and growth within a defined portfolio.

• Strong skills in account management, strategic planning, problem-solving, and negotiation.

• Solid technical understanding of enterprise software and networking technologies.

• Exceptional communication and presentation skills, capable of leading discussions at the executive level.

• Bachelor’s degree in Computer Science, Engineering, or equivalent professional experience.

• Experience in enterprise SaaS product support environments.

• Familiarity with customer lifecycle management, including journey mapping, touchpoints, and retention strategies.

• Proficient with case management systems and CRMs such as SFDC and JIRA.

🏝️ Benefits

• Bonus or incentive compensation may be available.

• Equity opportunities may be available.

• Comprehensive benefits package offered.

• Pre-employment checks conducted in accordance with security and privacy standards.