Senior Customer Success Manager (Federal)

• As a Customer Success Manager, Federal 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
• 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

Benefits

• Healthcare
• Flexible PTO
• 401k
• One Medical
• Flexible Spending Account
• Mental Health Resources
• Home Office Stipend
• Monthly Internet & Phone Stipend
• Health and Wellness Stipend

• Experienced in enterprise SaaS product support environments
• Strategic thinker with strong account management, planning, and problem-solving skills
• 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
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Strong technical aptitude with enterprise software and networking technologies