MidMarket Customer Success Manager, North Central & Northwest
Remote
About the role
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About
the Role As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention.
Who you are Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives Action-oriented, analytical, and collaborative in approach to customer success and issue resolution Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions Proven track record of driving product adoption and supporting long-term customer growth What you will do Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction Must Haves 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience Proficiency with CRM and case management tools such as Salesforce and Jira Technical proficiency related to internet technologies, networking, and email security products Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience #LI-EM3 Actual
compensation will be determined based on several non-discriminatory factors including skills, experience,
qualifications, and geographic location. In addition to base salary, this role may be eligible for
bonus or incentive
compensation, equity, and a comprehensive
benefits package. Base salary range: $119,040 — $140,000 USD AI and our hiring process Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role
requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here . If you would like more information on your EEO rights under the law, please click here . About Abnormal Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. 4,500+ enterprises trust our behavioral AI platform. Learn More Imposter Alert Please be aware of individuals fraudulently posing as Abnormal recruiters. All official recruiting communication comes from an @abnormal.ai email address, and we will never request payment or sensitive financial information during the hiring process. If something feels off, verify
the role on this careers site before responding. As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards. Abnormal AI is committed to protecting your privacy. Please review our Abnormal AI Applicant Privacy Policy for full information about how Abnormal AI uses your personal information. By submitting an application you confirm that you have read and understand the Abnormal AI Applicant Privacy Policy . Apply for MidMarket Customer Success Manager, North Central & Northwest Submit your application below. We review every submission and typically respond within two weeks.
Compensation Disclaimer: The base salary range for this position is dependent on the candidate's experience, skills,
qualifications, and location. The actual offer may vary. In addition to base salary, this role is eligible for equity, annual
bonus, and
benefits. Equal Employment Opportunity: Abnormal Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Privacy: By submitting your application, you agree to the processing of your personal data in accordance with our Privacy Policy . Back to Open Roles Behavioral AI that protects email, identity, and AI—and stops insider threats. Request a Demo Platform Email Security AI Security Mailbox AI Phishing Coach Integrations Solutions Solutions by Use Case Solutions by Industry Customers Customer Stories Customer Love Support Portal Resources Blog Learning Center Abnormal Intelligence Glossary Company
