Manager, Customer Success

About the role

This leadership position oversees the team responsible for driving platform adoption, retention, and expansion. You will manage a quota-carrying group, implementing scalable operating models and data-driven strategies to ensure predictable outcomes and sustainable growth.

Key facts

What you'll do

• Mentor and grow a team of Customer Success Managers, Renewal Managers, and Specialists to foster a culture of accountability and high performance.
• Champion the use of AI tools to streamline workflows, improve customer insights, and increase team efficiency.
• Execute retention and expansion strategies across both high-touch enterprise and scaled mid-market accounts.
• Provide product expertise on AI-driven email security solutions to guide customers and internal staff.
• Act as a primary escalation point, collaborating with product and engineering teams to resolve customer challenges.

Requirements

• 8+ years of experience in enterprise SaaS.
• 3+ years of experience in a SaaS leadership role managing a Customer Success team.
• Proven expertise in managing mid-market or tech-touch accounts with a focus on renewals and expansion.
• Strong analytical skills with the ability to translate metrics into strategic action.
• Ability to travel approximately 20-25% of the time based on business needs.
• Base salary range: $159,840 - $188,000 USD.

Skills & tools

• SaaS account management principles
• Digital customer success frameworks
• AI-enabled workflow optimization
• Data-driven performance management
• Enterprise-level stakeholder communication

Practical notes

• Compensation includes base salary, bonus or incentive pay, equity, and a comprehensive benefits package.
• The company uses AI-assisted tools to prepare for interviews, but all hiring decisions are made by humans.
• Candidates must be prepared for identity validation and pre-employment checks as part of the security-focused hiring process.
• Official communication is only sent from @abnormal.ai email addresses.