MidMarket Customer Success Manager, Texas & Ohio Valley

About the role

This position involves being the primary point of contact for clients, ensuring they gain maximum value from our platform. You will build strong partnerships, guide clients through adoption, and proactively address their needs. Your goal is to foster long-term success and satisfaction for our customer base. You will act as a trusted advisor, translating complex platform capabilities into clear strategies that drive tangible business outcomes. The role requires a proactive mindset to identify risks before they impact the customer relationship and to champion the client's interests internally. You will leverage data and direct communication to ensure alignment between client goals and platform utilization. This position is critical in bridging the gap between product innovation and customer retention.

Key facts

What you'll do

• Cultivate strategic relationships with assigned customers, guiding them on platform use and success planning.
• Conduct regular business reviews to demonstrate return on investment and align on key performance indicators.
• Understand client industries and objectives to offer personalized guidance and facilitate internal and external alignment.
• Promote feature adoption through ongoing education and identify opportunities for expanded use.
• Monitor customer health, manage any escalations, and collaborate with internal teams to share insights and resolve issues.
• Maintain up-to-date knowledge of product developments and communicate relevant updates to clients.
• Develop and execute customer success plans in coordination with internal departments to mitigate potential risks.
• Analyze usage patterns to forecast expansion opportunities and identify at-risk accounts for timely intervention.
• Serve as the central hub for gathering customer feedback and translating it into actionable input for product and sales teams.
• Drive cross-functional collaboration to ensure seamless implementation, support, and renewal processes.
• Document customer interactions and outcomes to maintain a clear record of value delivered and decisions made.
• Lead workshops and training sessions tailored to specific client needs to maximize platform efficiency.
• Track and report on health metrics and executive dashboards to ensure transparency and accountability.
• Act as an escalation owner, resolving complex issues by coordinating solutions across stakeholders.

Requirements

• A minimum of 5 years in enterprise SaaS, with at least 3 years in Customer Success, Technical Account Management, or support capacities.
• Demonstrated ability to manage a significant number of customer accounts and build lasting relationships, including with executive leadership.
• Strong communication, presentation, and organizational abilities, comfortable discussing both strategic and technical matters.
• Proven problem-solving skills and experience managing escalations while ensuring a positive customer experience.
• Familiarity with CRM and case management systems like Salesforce and Jira.
• Technical understanding of internet technologies, networking, and email security solutions.
• A Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical work experience.
• Ability to work fully remote across the United States while maintaining consistent availability during standard business hours.
• Willingness to travel as required for in-person meetings or industry events within assigned territories.
• Compliance with company policies regarding confidentiality and data protection is mandatory.
• Commitment to adhering to deadlines and delivering high-quality outputs in a fast-paced environment.
• Willingness to utilize AI-assisted tools during the interview process as part of the evaluation framework.

Nice to have

• Experience in cybersecurity or related technology fields.

Skills & tools

• Salesforce
• Jira
• Internet technologies
• Networking
• Email security solutions

Practical notes

• Base salary range: $119,040 - $140,000 USD.
• This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
• Abnormal AI utilizes AI-assisted tools in its hiring process to prepare interview questions and identify areas for exploration. All hiring decisions are made by human personnel.
• Abnormal AI is an equal opportunity employer.
• The position is classified as Remote within the United States, requiring reliable high-speed internet and a suitable workspace.
• No specific travel quota is defined, but occasional travel may be required for customer visits or company events.
• Visa sponsorship is not available for this role at this time.
• Candidates must be able to pass standard background checks and comply with Abnormal's code of conduct.
• Deadlines for application review are not specified, but early submission is encouraged.
• The role reports to the CSM & Renewals leadership and participates in quarterly business planning sessions.
• Success in this role is measured by customer retention, expansion revenue, and qualitative feedback from stakeholders.
• The selected candidate will be expected to participate in onboarding sessions and continuous learning programs.
• All communications regarding this role will be conducted in English.
• This job description is not exhaustive and may be updated as the needs of the organization evolve.