Digital Customer Success Manager

Abnormal AI is seeking a Digital Customer Success Manager to manage a high-volume customer portfolio through scalable, digital-first programs. The role focuses on driving adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from the platform.

Responsibilities:

• Manage a portfolio of 500–600 customers through digital-first engagement strategies
• Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
• Monitor customer health and usage data to identify risks and take proactive actions
• Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
• Partner with Renewal Managers on retention strategies for at-risk accounts
• Surface insights and adoption trends to inform product roadmap, content, and digital programs
• Contribute to playbooks, automation models, and scalable best practices for digital success

Requirements:

• 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
• Proven ability to drive adoption, retention, and growth through digital strategies
• Strong analytical skills with experience interpreting customer health and usage data
• Excellent written and verbal communication skills for both digital and live customer interactions
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
• Knowledge of SaaS customer lifecycle stages and strategies for digital engagement