Sr. Customer Success Manager, Enterprise (TOLA)

Abnormal AI
United States
Workplace: RemoteFull timeUSD 139,440 - 164,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Analytical skills","Problem-solving","Independence","Proactive mindset","Cross-functional collaboration"]

Own post-sale success for a portfolio of mid-market and enterprise customers, driving adoption, retention, and long-term value. Lead outcome-oriented QBRs/EBRs and success planning, monitor account health with data, and coordinate risk mitigation and escalations. Partner cross-functionally with Product, Engineering, Sales, and Support to influence renewals and expansions while representing the customer voice and sharing learnings to improve internal processes.

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FursaFursa
Abnormal AI
Abnormal AI
1 day ago

Sr. Customer Success Manager, Enterprise (TOLA)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own post-sale success for a portfolio of mid-market and enterprise customers, driving adoption, retention, and long-term value. Lead outcome-oriented QBRs/EBRs and success planning, monitor account health with data, and coordinate risk mitigation and escalations. Partner cross-functionally with Product, Engineering, Sales, and Support to influence renewals and expansions while representing the customer voice and sharing learnings to improve internal processes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Independently manage strategic customer relationships post-sale to drive adoption, retention, and value delivery with minimal oversight.
  • •Deliver outcome-oriented QBRs/EBRs and lead success planning aligned to customer goals and platform capabilities.
  • •Drive platform adoption and feature engagement using best practices, enablement, and education on roadmap developments.
  • •Monitor account health with data-driven insights to proactively identify risks and coordinate mitigation.
  • •Resolve complex escalations through timely, clear communication to maintain long-term customer trust; collaborate to influence renewal and expansion outcomes.

Pay and Benefits

Salary: USD 139,440 - 164,000 annually

Key Requirements

  • •8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles.
  • •Proven track record managing complex customer relationships, including executive-level stakeholders.
  • •Strong communication, analytical, and problem-solving skills focused on measurable outcomes.
  • •Technical familiarity with internet and networking technologies; security product experience is a plus.
  • •Proficiency in CRM/support tools such as Salesforce and Jira, plus a bachelor’s degree in a technical field (or equivalent experience).
Experience:8+ yearsEnterprise SaaSCustomer SuccessTAMSupport
Education:Bachelor's in technical field (e.g., Computer Science, Engineering)
Skills:CommunicationAnalytical skillsProblem-solvingIndependenceProactive mindsetCross-functional collaboration
Languages:English
Tech Stack:SalesforceJira

Company Brief

Abnormal AI
Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn