Customer Success Manager

About Abnormal Security:

Abnormal Security is defining the next generation of email security defense. Our platform uses machine learning and artificial intelligence to baseline communication content, user identity, and behavioral signals in real-time and at-scale in order to detect the abnormalities of email attacks.

Customers love us because we consistently detect and stop what everyone else in the market can’t -- advanced attacks that have never been seen before -- and we do so with beautiful user interfaces and best-in-industry customer support. Our veteran team has built some of the most enduring machine learning platforms at leading companies including Google, Twitter, Pinterest, Amazon, Microsoft, and Expanse. We are located in San Francisco, New York City and Salt Lake City.

High-level Responsibilities:

• Customer Success Manager is the primary interface between the Customer and as well as the internal teams at Abnormal Security.
• The CSM is responsible for customer lifecycle management from when a prospect signs a contract all the way through their lifetime as a customer with Abnormal including up-sells.
• Responsible for driving and documenting customer initiatives internally - interface with sales, marketing, product teams
• Responsible for Quarterly Business Reviews which includes creating customer-facing presentations and going over ROI and new product offerings and updates with executive-level customer engagement and building relationships.
• Support the sales team with sales-related and CSM activities that require product expertise and knowledge
• Create and track support requests in the case management system Salesforce.
• Provide possible workarounds to issues to ensure customer success
• Creating long-lasting executive-level relationships along with providing an outstanding overall customer experience.
• Communicate effectively in writing and verbally with all levels of the organization both internally and externally

Job Qualifications:

• 5+ years’ experience in an enterprise product support environment
• Strong experience with building and developing executive-level relationships
• Strong technical troubleshooting skills (previous support or SE experience)
• Strong experience with Internet and networking technologies and products including email security products
• Strong written, spoken, and presentation skills and creating customer-facing materials.
• Strong ability to run engagements and going over new product offerings and properly communicate and follow up with customers on next steps.
• Strong ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Soft skills oriented towards driving customer success
• Strong analytical and organizational skills
• Experience with case management systems and CRM’s
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required

Why Abnormal Security:

• Competitive pay and equity
• One of the most proven machine learning teams in Silicon Valley
• Best-in-class customer traction and growth
• Team-wide commitment to excellence, velocity, and customer-focus
• Strong growth opportunities and high ownership expectations
• Full medical, dental, and vision health insurance benefits
• Daily catered lunches and snacks
• Generous PTO