MidMarket Customer Success Manager, North Central & Northwest

About the role

In this pivotal role, you will serve as the primary liaison for our clients, ensuring they derive optimal value from our innovative platform. Your responsibilities will include nurturing robust relationships, facilitating product adoption, and driving favorable outcomes for a diverse portfolio of mid-market accounts. You will play a crucial role in enhancing customer satisfaction and engagement, ultimately contributing to the growth and success of both our clients and Abnormal.

Key facts

What you'll do

• Develop and sustain strong relationships with your designated customer accounts, becoming their trusted advisor and advocate.
• Conduct regular business reviews to showcase the value and return on investment that our solutions provide.
• Gain a deep understanding of each customer's business goals and challenges to offer tailored advice and recommendations.
• Promote increased usage of our products and identify avenues for customers to broaden their engagement with our platform.
• Actively monitor customer health metrics, address any issues that may arise, and collaborate with internal teams to ensure high levels of client satisfaction.
• Facilitate onboarding processes for new customers, ensuring a smooth transition and effective utilization of our services.
• Provide training sessions and resources to help customers maximize their use of our platform.
• Gather customer feedback and insights to inform product development and enhance service offerings.
• Identify potential upsell and cross-sell opportunities to drive additional revenue while ensuring customer needs are met.
• Collaborate with sales and marketing teams to align customer success initiatives with broader company goals.
• Maintain accurate records of customer interactions and progress within CRM systems.
• Serve as a voice of the customer within the organization, advocating for their needs and concerns.

Requirements

• At least 5 years of experience in enterprise SaaS environments, with a minimum of 3 years in customer success, technical account management, or related support roles.
• Proven track record of managing a substantial number of client accounts while fostering long-lasting professional relationships, including engagement with senior leadership.
• Excellent communication, presentation, and organizational skills, with the ability to discuss both strategic initiatives and technical details comfortably.
• Strong problem-solving skills, with a demonstrated ability to manage customer escalations effectively while ensuring a positive experience.
• Familiarity with CRM platforms such as Salesforce and case management tools like Jira.
• Technical knowledge of internet technologies, networking principles, and email security solutions.
• A Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience in the field.

Nice to have

• Previous experience with cybersecurity products and concepts, which can enhance your understanding of our solutions and customer needs.
• Familiarity with data analysis tools to assess customer metrics and drive insights.
• Experience in a fast-paced startup environment, demonstrating adaptability and innovation.

Skills & tools

• Proficient in Salesforce for customer relationship management.
• Experienced in using Jira for tracking and managing customer issues and requests.
• Strong analytical skills to interpret customer data and derive actionable insights.
• Solid understanding of customer success metrics and best practices.

Practical notes

• The base salary for this position ranges from $119,040 to $140,000 USD.
• This role may also qualify for bonus or incentive compensation, equity options, and a comprehensive benefits package.
• Abnormal AI employs AI-assisted tools during the recruitment process to enhance interviewer preparation; however, all hiring decisions are ultimately made by human personnel.
• All official communications regarding the hiring process will originate from an @abnormal.ai email address.
• Successful candidates will undergo pre-employment checks as part of the hiring process.

Join us at Abnormal, where you will have the opportunity to make a significant impact on our customers' success and contribute to the growth of our innovative solutions in the cybersecurity landscape. If you are passionate about customer success and thrive in a dynamic environment, we encourage you to apply.