🛠 Tech Stack

💼 About This Role

You'll own the customer health and retention for a scaled portfolio of enterprise SaaS customers at Abnormal. Your core impact will be to proactively identify churn risks through data analysis and design automated digital touchpoints to drive adoption and satisfaction.

🎯 What You'll Do

• Monitor customer health signals and trigger outreach to mitigate risk
• Design and refine scalable digital customer journeys
• Gather and synthesize customer feedback for product improvements
• Collaborate with cross-functional teams to drive retention strategies

📋 Requirements

• 2+ years in a Customer Success Manager role
• 3+ years in an enterprise SaaS product support environment
• Experience with CRM and case management systems (e.g., SFDC/JIRA)
• Strong communication and prioritization skills

✨ Nice to Have

• Previous experience in a CSP (Customer Success Platform) is a bonus
• Bachelor's degree in Computer Engineering or related field preferred

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Initial Screening· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Team Interview· 60 min

🚩 Heads Up

• Requirements list mixes CSM and support experience, may indicate role overload