About the role

Role Overview

Join Abnormal Security as a Customer Success Manager (Fed/SLED). You will manage and grow a portfolio of customer relationships, ensuring customer success and maximizing value from the Abnormal platform.

Responsibilities

Manage and grow a portfolio of Federal/SLED customer accounts, focusing on success and satisfaction
Act as a trusted advisor and align stakeholders on success criteria
Drive adoption of best practices and educate customers on new platform features
Identify upsell and cross-sell opportunities based on customer needs and platform usage/adoption
Proactively address issues and coordinate resolution
Collaborate with internal teams to support renewals, customer satisfaction, and expansion

Requirements

5+ years of Customer Success experience, ideally in enterprise SaaS
Proven ability to manage executive relationships (e.g., CIO/CISO)
Strong strategic account management, planning, problem-solving, and negotiation skills
Skilled at influencing executives and stakeholders across levels
Proficient with CRMs and case management systems (e.g., Salesforce (SFDC), Jira)
Experienced in enterprise SaaS support environments
Knowledge of customer lifecycle management (e.g., journey mapping, touchpoints, retention)
Bachelor’s degree in CS/Engineering or equivalent experience

Nice-to-haves

Strong technical aptitude with enterprise software and networking technologies
Demonstrated outcomes such as renewals, health scores, and account growth
Ability to lead cross-functional initiatives delivering scalable solutions

About Abnormal Security

Abnormal Security provides a security platform focused on protecting organizations from cyber threats, helping teams detect, respond to, and reduce risk. The company operates in the enterprise cybersecurity and SaaS space, supporting customers across sectors including Federal and SLED.