Abnormal
SaaS
SeniorCustomerSuccessManager,Fed/SLED
Neural analysis suggests this role is
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“Senior Customer Success Manager, Fed/SLED at Abnormal. Skills: Managing strategic customer relationships, Driving adoption and engagement, Mitigating risk, Ensuring long-term value realization, Customer retention, Customer satisfaction, Account growth. Independently manage strategic customer relationships. Ensure long-term value realization across a portfolio of mid-market and enterprise accounts”
What You'll Achieve.
Ensure long-term value realization; Retention; Satisfaction; Account growth; Delivering measurable outcomes
Industry & Context.
analytical, and problem-solving skills with an emphasis on delivering measurable outcomes; Comfortable managing technical and strategic issues; Resolve complex escalations
What They're Looking For.
Must Have
8+ years of experience in enterprise SaaS, at least 3 years in Customer Success, TAM, or support roles, Proven track record managing complex customer relationships, including executive-level stakeholders, communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes, Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
Nice to Have
Technical familiarity with internet and networking experience with security products is a plus
What You'll Do.
Independently manage strategic customer relationships
Ensure long-term value realization across a portfolio of mid-market and enterprise accounts
Lead success planning
Drive adoption and engagement
Collaborate cross-functionally with Product
Manage strategic customer relationships post-sale
and value delivery with minimal oversight
Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
Drive platform adoption and feature engagement through best practices
and education on roadmap developments
Monitor account health using data-driven proactively identify risks and lead coordinated mitigation efforts
Resolve complex escalations with timely
clear communication and a focus on long-term customer trust and satisfaction
Collaborate with Sales
and Support to influence renewal and expansion outcomes
Represent the customer voice internally
providing structured feedback to Product and other teams
Support knowledge sharing and contribute to internal process development or mentoring where relevant
How You'll Work.
Team & Collaboration
Collaborating cross-functionally with Product, Engineering, Sales, and Support; Leveraging internal partnerships to drive outcomes; Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
Communication Scope
Effective communicator; Ability to present complex ideas clearly across a range of audiences; Timely, clear communication
Full Job Description
About the Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes Effective communicator with the ability to present complex ideas clearly across a range of audiences Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes Represent the customer voice internally, providing structured feedback to Product and other teams Support knowledge sharing and contribute to internal process development or mentoring where relevant Must Haves 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
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