Customer Success Manager, Enterprise Canada
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Job Location:
San Francisco, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 Customer Success experience ideally in enterprise SaaS
- 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
- Bachelors degree in Computer Science Engineering or a related technical discipline or equivalent practical experience
- Located in PST or MST time zones
This is a remote role and Abnormal AI does not have any physical offices in Canada. Therefore this role is not eligible for any assistance with the immigration process.
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Required Experience:
Manager
Key Skills
- SAAS
- Customer Service
- Cloud
- Healthcare
- Account Management
- CRM
- Salesforce
- Infrastructure
- Client Relationships
- New Customers
- Territory
- Trade shows
- Sales Goals
- Sales Process
- Analytics
About Company
Advanced email protection to prevent credential phishing, business email compromise, account takeover, and more.
