About the role

Role Overview

Customer Success Manager (CSM) for the UKI region at Abnormal Security. You will be the main point of contact between customers and internal teams, ensuring success criteria are defined and met, driving best-practice adoption of the platform, and providing a continuous feedback loop to improve the product.

Key Missions

Build and maintain stakeholder relationships as a trusted advisor, aligning on customer value objectives and outcomes.
Drive adoption of platform best practices to optimize ROI, educate customers on new and upcoming features, and proactively de-escalate issues.
Be the “voice of the customer” by collecting insights and feeding internal teams to maximize customer value, retention, and long-term outcomes.

Responsibilities

Establish clear success criteria and ensure they are achieved.
Review and introduce new features and best practices, then follow up to advance desired customer usage.
Assess and communicate customer ROI/financial return tied to platform adoption.
Troubleshoot and coordinate/escalate issues with Support, Product, and Engineering teams.
Provide excellent customer experience, including executive relationship management.

Requirements

Proven ability to introduce/review new product features and best practices, and follow up to improve adoption.
Analytical and organizational skills, including understanding/reviewing ROI.
Experience with Internet/networking technologies and email security products.
2+ years in a CSM role and 5+ years in an enterprise SaaS product support environment.
Strong technical troubleshooting skills (support/SE background preferred).
Strong written, spoken, and presentation skills across all organizational levels.
Ability to build trust, de-escalate issues, and turn escalations into positive outcomes.
Action-oriented cross-functional collaboration and ability to synthesize inputs into scalable solutions and clear customer narratives.
Experience building executive-level relationships (e.g., CISO/CIO) at F500 companies.
Familiarity with case management systems and CRMs (e.g., Salesforce/SFDC, Jira).

Nice to Have

Relevant computer engineering/computer science background (BS or equivalent) and strong technical knowledge.

About Abnormal Security

Abnormal Security is an AI-driven email security platform company. It helps organizations protect and manage email-based threats through a security product that integrates with customer needs and drives adoption via success and support teams.

Customer Success Manager (UKI)

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