About the role

Role Overview

As a Customer Success Manager (Mid-Market Texas & Ohio Valley) at Abnormal Security, you’ll be the primary point of contact between customers and internal teams. You’ll drive onboarding, adoption, and ongoing value delivery, ensuring customers achieve measurable outcomes.

Key Responsibilities

Serve as the main liaison between customers and internal teams.
Lead successful onboarding and continued product adoption.
Deliver ongoing value by supporting customer satisfaction and retention.
Proactively identify opportunities and risks to help customers maximize their investment.
Collaborate cross-functionally to execute customer success plans.
Conduct regular business reviews and align success plans with customer industries and goals.
Promote key platform features and communicate value effectively.
Provide actionable customer feedback to support product improvements.
Handle escalations while maintaining a positive customer experience.

Requirements

Proven track record driving product adoption and supporting long-term customer growth.
Strong technical understanding of SaaS, including internet technologies, networking, and email security.
Excellent verbal and written communication; comfortable with strategic and technical conversations.
Ability to build trust and manage relationships across stakeholder levels, including executives.
Strong focus on delivering measurable customer value across the customer lifecycle.
Action-oriented, analytical, and collaborative approach to customer success and issue resolution.
Experience resolving escalations.
Proficiency with CRM and case management tools such as Salesforce and Jira.
5+ years experience in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles.
Strong organizational, presentation, and problem-solving skills.
Ability to manage large customer portfolios.
Bachelor’s degree in Computer Science/Engineering or equivalent practical experience.

Nice to Have

Not explicitly stated.

About Abnormal Security

Abnormal Security is a SaaS company focused on protecting organizations using AI-driven security capabilities. The company’s platform helps customers with detection and response for threats, particularly around email and internet-based attack paths.