Senior Customer Success Manager, Strategic

Abnormal AI

RemotePosted July 25, 2026

About the role

Senior Customer Success Manager, Strategic (East)

About the Role As a Senior Customer Success Manager, you will ensure customers are successful and realize the full value of our platform. You will be a trusted advisor, build executive-level relationships, and help customers achieve their goals. You will set clear success metrics, drive platform adoption for ROI, educate customers on new features, proactively resolve issues, and channel customer feedback to product teams.

Senior Customer Success Manager, Strategic

Abnormal AI

RemotePosted July 25, 2026

About the role

Senior Customer Success Manager, Strategic (East)

About the Role As a Senior Customer Success Manager, you will ensure customers are successful and realize the full value of our platform. You will be a trusted advisor, build executive-level relationships, and help customers achieve their goals. You will set clear success metrics, drive platform adoption for ROI, educate customers on new features, proactively resolve issues, and channel customer feedback to product teams.

What you will do - Drive customer value and retention by acting as the voice of the customer, delivering business reviews focused on proving ROI to secure renewals and expansion, and increasing adoption of key features and best practices. - Maintain product expertise to guide customers to success, boost Adoption Score, and educate on features most relevant to their needs. - Build and nurture relationships with senior decision-makers, understand customer industry trends and use cases, and establish strategic trusted-advisor relationships with internal champions for the platform. - Lead account success planning by engaging senior decision-makers to understand evolving security strategy and shaping success plans with clear metrics; monitor customer health and address risks early. - Collaborate with internal teams (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure renewals and expansion; monitor usage trends and coordinate actions to resolve issues and meet commitments.

Must Haves - Experience: 5+ years in a customer success role, plus 8+ years in an enterprise SaaS product

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What you will do - Drive customer value and retention by acting as the voice of the customer, delivering business reviews focused on proving ROI to secure renewals and expansion, and increasing adoption of key features and best practices. - Maintain product expertise to guide customers to success, boost Adoption Score, and educate on features most relevant to their needs. - Build and nurture relationships with senior decision-makers, understand customer industry trends and use cases, and establish strategic trusted-advisor relationships with internal champions for the platform. - Lead account success planning by engaging senior decision-makers to understand evolving security strategy and shaping success plans with clear metrics; monitor customer health and address risks early. - Collaborate with internal teams (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure renewals and expansion; monitor usage trends and coordinate actions to resolve issues and meet commitments.