Customer Success Manager, Mid-Market North Central & Northwest

About the role

You will serve as the primary point of contact for mid-market clients, guiding them through the full lifecycle from onboarding to long-term value realization. This position focuses on driving product adoption, managing renewals, and acting as a strategic advisor to ensure customers achieve their security goals.

Key facts

What you'll do

• Manage a portfolio of mid-market customers, building relationships with key stakeholders and executive sponsors.
• Facilitate business reviews to demonstrate platform ROI and align on success metrics.
• Monitor account health, mitigate risks, and coordinate with internal departments to resolve escalations.
• Educate users on platform features and identify opportunities for expanded product usage.
• Collaborate with Sales, Engineering, and Support teams to share customer feedback and drive product improvements.
• Execute success plans tailored to the unique industry challenges and objectives of your assigned accounts.

Requirements

• 5+ years of experience in enterprise SaaS.
• 3+ years of experience specifically in Customer Success, Technical Account Management, or support roles.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Technical proficiency in internet technologies, networking, and email security products.
• Proven ability to manage large portfolios and navigate complex stakeholder environments.
• Experience managing escalations and solving problems while maintaining high customer satisfaction.
• Strong communication and presentation skills for both technical and strategic audiences.

Skills & tools

• Salesforce
• Jira
• Email security solutions
• Networking and internet technologies

Practical notes

• This role is eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
• Final compensation is determined by factors including skills, experience, and geographic location.
• The company utilizes AI-assisted tools to help recruiters prepare for interviews, though all hiring decisions are made by humans.
• Pre-employment checks and identity validation are required for successful candidates.
• Official recruiting communication originates only from @abnormal.ai email addresses.