Customer Success Manager, Fed/SLED

About the role

You will manage and grow a portfolio of public sector and SLED accounts, ensuring clients realize maximum value from the Abnormal behavioral security platform. As a primary point of contact, you will guide strategy, drive product adoption, and foster long-term partnerships with executive stakeholders.

Key facts

What you'll do

• Own the full customer lifecycle, including retention, health monitoring, and growth within your assigned portfolio.
• Conduct business reviews to demonstrate platform ROI and align product usage with client objectives.
• Develop and execute strategic success plans for high-level decision makers.
• Identify and pursue expansion opportunities through cross-selling and upselling.
• Collaborate with Sales, Product, and Engineering teams to address customer feedback and resolve technical risks.
• Educate clients on the Abnormal roadmap and platform features to increase product utility.

Requirements

• 5+ years of experience in Customer Success, specifically within enterprise SaaS environments.
• Bachelor degree in Computer Science, Engineering, or equivalent professional experience.
• Proven history of managing executive-level relationships, including CISOs and CIOs.
• Strong background in account management, strategic planning, and negotiation.
• Technical aptitude regarding networking technologies and enterprise software.
• Ability to lead cross-functional initiatives and communicate complex concepts to stakeholders.

Skills & tools

• CRM platforms (e.g., SFDC)
• Case management systems (e.g., JIRA)
• Customer lifecycle and journey mapping strategies

Practical notes

• Base salary range: $119,040 to $140,000 USD.
• Compensation includes potential for annual bonus, equity, and a full benefits package.
• The company uses AI-assisted tools to help recruiters prepare for interviews, but all hiring decisions are made by humans.
• Pre-employment checks and identity validation are required for all successful candidates.
• Official recruiting communication is sent exclusively from @abnormal.ai email addresses.