Sr. Customer Success Manager, Fed/SLED

Abnormal AI
United States
Workplace: RemoteFull timeUSD 139,440 - 164,000Function: Customer Success & Account ManagementEducation: bachelorsSkills: ["Strategic thinking","Problem-solving","Negotiation","Communication","Cross-functional collaboration"]

Own and grow a portfolio of Fed/SLED customer relationships, ensuring retention and measurable value realization from the Abnormal platform. Serve as a trusted advisor to align on success criteria, drive adoption through success planning and business reviews, and deliver ROI. Identify expansion opportunities, monitor customer health to mitigate risks, and coordinate with Sales, Product, Engineering, and Support to resolve issues and drive renewals.

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FursaFursa
Abnormal AI
Abnormal AI
14 hours ago

Sr. Customer Success Manager, Fed/SLED

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own and grow a portfolio of Fed/SLED customer relationships, ensuring retention and measurable value realization from the Abnormal platform. Serve as a trusted advisor to align on success criteria, drive adoption through success planning and business reviews, and deliver ROI. Identify expansion opportunities, monitor customer health to mitigate risks, and coordinate with Sales, Product, Engineering, and Support to resolve issues and drive renewals.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Manage and grow a portfolio of customer accounts to ensure ongoing satisfaction, retention, and growth
  • •Deliver business reviews, prove ROI, and drive adoption of Abnormal platform features
  • •Develop and execute strategic success plans aligned to customer goals and roadmap
  • •Identify upsell and cross-sell opportunities based on customer needs and platform adoption
  • •Monitor customer health, anticipate risks, and coordinate remediation plans with internal teams

Pay and Benefits

Salary: USD 139,440 - 164,000

Key Requirements

  • •5+ years of Customer Success experience, ideally in enterprise SaaS
  • •Proven track record managing executive relationships (e.g., CIO, CISO)
  • •Demonstrated success driving customer adoption, retention, and growth within a portfolio
  • •Strong account management, strategic planning, problem-solving, and negotiation skills
  • •Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
Experience:Enterprise SaaS
Education:Bachelor's in Computer Science, Engineering
Skills:Strategic thinkingProblem-solvingNegotiationCommunicationCross-functional collaboration
Languages:English
Tech Stack:SFDCJIRA

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