Customer Success Manager, Canada (Toronto)

Abnormal AI
Toronto
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Stakeholder management","Relationship building","Problem-solving","Analytical","Communication"]

Own customer relationships to drive successful onboarding, adoption, and ongoing value delivery. Serve as the main point of contact, develop strategic account plans, and run QBRs/EBRs that clearly communicate ROI and success metrics. Monitor customer health, manage escalations, and coordinate with Product, Engineering, Support, and Sales to resolve issues, communicate roadmap updates, and maximize retention and expansion.

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FursaFursa
Abnormal AI
Abnormal AI
2 days ago

Customer Success Manager, Canada (Toronto)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own customer relationships to drive successful onboarding, adoption, and ongoing value delivery. Serve as the main point of contact, develop strategic account plans, and run QBRs/EBRs that clearly communicate ROI and success metrics. Monitor customer health, manage escalations, and coordinate with Product, Engineering, Support, and Sales to resolve issues, communicate roadmap updates, and maximize retention and expansion.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
  • •Deliver regular business reviews (QBRs/EBRs) to communicate ROI and align on success metrics for retention and expansion
  • •Provide tailored recommendations based on customers’ industries, goals, and challenges, coordinating stakeholders around success objectives
  • •Promote awareness and usage of key platform features through ongoing education and identify opportunities for expanded adoption
  • •Monitor customer health, manage escalations, collaborate cross-functionally to resolve issues, and communicate roadmap updates

Key Requirements

  • •5+ years of experience in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles
  • •Ability to manage large customer portfolios and develop long-term relationships, including at the executive level
  • •Excellent communication, presentation, and organizational skills for both strategic and technical conversations
  • •Strong problem-solving skills and experience resolving escalations while maintaining positive customer experience
  • •Proficiency with CRM and case management tools such as Salesforce and Jira, plus a technical understanding of internet technologies, networking, and email security products
Experience:Enterprise SaaSSaaSCustomer success
Education:Bachelor's in Computer Science, Engineering, or a related technical discipline
Skills:Stakeholder managementRelationship buildingProblem-solvingAnalyticalCommunication
Languages:English
Tech Stack:SalesforceJiraCRMCase managementInternet technologiesNetworkingEmail security

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