Customer Success Manager (Enterprise (New York))

Role overview

As a Customer Success Manager (Enterprise) at Abnormal Security, you’ll act as the primary liaison between customers and internal teams. Your mission is to ensure successful onboarding, product adoption, and ongoing value delivery, while maintaining customer satisfaction and driving retention.

Key responsibilities

• Serve as the main point of contact between customers and internal teams
• Lead onboarding, adoption, and continuous value delivery
• Build and nurture strong customer relationships; align with customers’ business goals
• Drive measurable outcomes through best-practice adoption and strategic planning
• Identify opportunities and risks proactively to help customers maximize their investment
• Provide valuable product feedback based on customer insights
• Collaborate with cross-functional teams to support customer satisfaction and retention

Requirements

• Demonstrated ability to build trust and manage relationships with stakeholders across organizational levels, including executives
• 5+ years in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles
• Strong communication skills (verbal and written), comfortable handling both strategic and technical discussions
• Solid technical understanding of SaaS and relevant internet technologies (including networking and email security)
• Proven track record of driving product adoption and supporting long-term customer growth
• Experience resolving issues/escalations while maintaining a positive customer experience
• Proficiency with CRM and case management tools (e.g., Salesforce and Jira)
• Bachelor’s degree in CS/Engineering or equivalent practical experience

Nice-to-haves

• Ability to manage large enterprise customer portfolios and develop long-term executive relationships