Tech Stack

Description

You will serve as the primary interface between customers and internal teams at Abnormal, ensuring clear success criteria, driving adoption, and nurturing executive relationships at F500 companies. Your role focuses on creating referenceable customers who realize full value from the platform.

Requirements

• 5+ years experience in a CSM capacity
• 6+ yrs. experience in an enterprise SaaS product support environment
• Strong experience building and developing long-lasting executive-level relationships (including with CISOs and CIOs) at F500 companies
• Outstanding overall customer experience (measurable via health score, retention/growth rate, % referenceable customers)
• Action-oriented, able to quickly assess and integrate inputs across functions (Support, Product, ENG) into scalable solutions
• Soft skills oriented towards developing and retaining customer trust and de-escalating issues
• Strong analytical and organizational skills, with ability to understand financial ROI
• Strong written, spoken, and presentation skills
• Proven ability to introduce new product features, best practices, and follow up on adoption/usage
• Strong technical troubleshooting skills (previous support or SE experience)
• Ability to collaborate, coordinate, and escalate issues within a team
• Previous experience with Internet and networking technologies including email security products
• Well versed with case management systems and CRMs (e.g., SFDC / JIRA)
• Bachelor of Science in Computer Engineering/Computer Science, Electronics and Communications Engineering, or non-graduates with good communication skills and strong technical knowledge

Responsibilities

• Serve as the ‘voice of the customer’ and provide internal feedback to maximize customer value and retention.
• Schedule, prepare and deliver Business Reviews for customers, proving ROI that leads to renewals/expansion.
• Increase customer adoption of key platform features and best practices to maximize ROI.
• Maintain a deep understanding of our product and roadmap to guide customers to success.
• Educate customers on the most relevant features and functionality related to their specific requirements.
• Understand customer’s industry trends, business challenges, and use cases for Abnormal.
• Establish strategic, trusted advisor relationships at highest relevant levels.
• Develop and nurture Abnormal Security champions within customer organizations.
• Engage senior decision makers to understand evolving strategy and shape Success Planning.
• Work with internal Account team and external stakeholders to formulate Success Plan with success metrics.
• Proactively monitor customer health to reach out before risks or issues escalate.
• Partner with Account Team to ensure customers renew and expand usage.
• Monitor customer user trends to recommend risk mitigation actions to internal teams.
• Coordinate internal actions and schedule customer calls to address case issues and concerns.