Sr. Customer Success Manager, Federal

Abnormal AI is a company providing an enterprise platform for customers. The Senior Customer Success Manager, Federal will manage and grow a portfolio of customer relationships, maximize value realization, drive adoption and retention, identify expansion opportunities, and act as a trusted advisor to executive stakeholders. The role also coordinates cross-functional efforts, monitors customer health, and develops strategic success plans.

Responsibilities:

• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
• Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
• Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
• Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
• Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
• Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
• Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
• Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

Requirements:

• • Experienced in enterprise SaaS product support environments
• • Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• • Strategic thinker with strong account management, planning, and problem-solving skills
• • Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• • Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• • Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• • Strong communicator with the ability to influence and engage executives and stakeholders at all levels
• • 5+ years of Customer Success experience, ideally in enterprise SaaS
• • Proven track record managing executive relationships (CIO, CISO, or equivalent)
• • Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• • Strong account management, strategic planning, problem-solving, and negotiation skills
• • Strong technical aptitude with enterprise software and networking technologies
• • Excellent communication and presentation skills, with the ability to lead executive-level discussions
• • Bachelor's degree in Computer Science, Engineering, or equivalent work experience