Customer Success Manager

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

What You’ll Own (Key Responsibilities)

Value Realization:

• Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
• Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion.
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.

Product Knowledge:

• Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score.
• Educate customers on the most relevant features and functionality related to their specific requirements.

Relationship Building:

• Understand your customer's industry trends, business challenges with email security, and current and potential use cases for Abnormal.
• With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
• Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience.

Account Success Planning:

• Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals.
• Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics).
• Proactively monitor customer health to reach out to customers before risks or issues
• escalate and identify remediation options.

Cross Functional Collaboration:

• Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage.

Triage and Risk Mitigation:

• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
• Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.

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

More 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,CA, New York, NY and Lehi, UT.

Our company is growing - we’re on the Forbes AI 50, selected as a Gartner 2020 Cool Vendor, and our customer base includes multiple Fortune 500 companies.

Abnormal Security is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.