Customer Success Manager, Fed/SLED

As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you'll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.

- Experienced in enterprise SaaS product support environments

- Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)

- Strategic thinker with strong account management, planning, and problem-solving skills

- Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions

- Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies

- Proficient with case management systems and CRMs (e.g., SFDC, JIRA)

- Strong communicator with the ability to influence and engage executives and stakeholders at all levels

- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth

- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value

- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy

- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption

- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption

- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions

- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion

- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

- 5+ years of Customer Success experience, ideally in enterprise SaaS

- Proven track record managing executive relationships (CIO, CISO, or equivalent)

- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio

- Strong account management, strategic planning, problem-solving, and negotiation skills

- Strong technical aptitude with enterprise software and networking technologies

- Excellent communication and presentation skills, with the ability to lead executive-level discussions

- Bachelor's degree in Computer Science, Engineering, or equivalent work experience