Mid Market Customer Success Manager (North Central & Northwest)

Role overview

As a Mid Market Customer Success Manager at Abnormal Security, you will be the primary liaison between customers and internal teams. Your mission is to ensure successful onboarding, adoption, and ongoing value delivery across the customer lifecycle.

Key responsibilities

• Serve as the main point of contact for assigned mid-market customers; build strategic relationships and guide platform adoption and success planning.
• Conduct regular business reviews (QBRs/EBRs), communicating ROI and aligning on success metrics to drive retention and expansion.
• Monitor customer health, manage escalations, and coordinate cross-functionally with Product, Engineering, Support, and Sales to resolve issues.
• Identify opportunities and risks to help customers maximize their investment and contribute actionable feedback for product improvements.

Requirements

• Strong commitment to measurable customer value and end-to-end customer satisfaction.
• Excellent verbal and written communication skills; comfortable with both strategic and technical discussions.
• Ability to build trust and partner with stakeholders at multiple org levels, including executives.
• Proven track record of driving product adoption and supporting long-term customer growth.
• Action-oriented, analytical, and collaborative approach to issue resolution.
• Solid technical understanding of SaaS and relevant areas such as internet technologies, networking, and email security solutions.
• Proficiency with CRM and case management tools (e.g., Salesforce and Jira).
• Experience managing large customer portfolios and maintaining long-term executive relationships.

Experience

• 5+ years in enterprise SaaS, with 3+ years in Customer Success, TAM, or support roles.

Nice to have / Additional

• Bachelor’s degree in Computer Science, Engineering, or related technical discipline (or equivalent practical experience).