Manager, Customer Success Manager

Abnormal AI is a company focused on enhancing customer success through innovative technology solutions. The Manager of Customer Success will lead a team to drive customer adoption, retention, and expansion, while also implementing strategies for operational excellence and data-driven decision-making.

Responsibilities:

• Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement
• Champion the adoption of AI tools and automation across your CSM team to streamline workflows, surface customer insights faster, and free up capacity for high-impact, strategic customer work
• Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements
• Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization
• Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution

Requirements:

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
• Experience in managing mid market or tech touch accounts, with a focus on retention and expansion
• 8+ years of experience in enterprise SaaS
• 3+ years of experience leading a Customer Success team in a SaaS environment
• Proven track record of working with digital customer success and delivering exceptional customer outcomes
• Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products
• Strong analytical skills, with the capacity to translate data insights into strategic actions
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 20-25%)