Abnormal AI

1 day ago

Customer Success Manager, UKI

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 34 minutes agoStatus: Live

Job Summary

Own the customer relationship as the primary interface between customers and internal teams, helping customers achieve full value and sustained adoption of the platform. Drive measurable success by defining outcomes, monitoring customer health, and delivering business reviews focused on ROI that supports renewals and expansion. Maintain product and roadmap expertise to educate customers, proactively de-escalate issues, and coordinate across Support, Product, and Engineering to ensure commitments are met.

Location: Ireland, United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Serve as the ‘voice of the customer,’ providing internal feedback to maximize value, retention, and customer experience.
•Schedule, prepare, and deliver customer business reviews focused on ROI to drive renewals and expansion.
•Maintain deep product/roadmap knowledge to guide customers, increase adoption of key features and best practices, and keep an Adoption Score trajectory.
•Build strategic trusted-advisor relationships at senior levels, develop customer champions, and engage decision makers to shape Success Plans with success metrics.
•Proactively monitor customer health, de-escalate issues, coordinate internal actions, and work cross-functionally with teams (Support, Product, Engineering, and Account team) to ensure commitments are met.

Key Requirements

•2+ years of experience in a CSM capacity and 5+ years in an enterprise SaaS product support environment.
•Build and manage long-lasting executive-level relationships (including with CIOs/CISOs) and deliver measurable customer outcomes like health score and retention/growth.
•Action-oriented ability to assess inputs across Support, Product, and Engineering and translate them into scalable customer solutions and narratives.
•Strong analytical and organizational skills to evaluate customer ROI and investment returns.
•Technical troubleshooting experience, including familiarity with internet and networking technologies and email security products; proficiency with case management systems and CRMs (e.g., SFDC / JIRA).

Experience:2+ yearsEnterprise SaaSCustomer supportEmail security

Education:Bachelor's in Computer Engineering/Computer Science, Electronics and Communications Engineering

Skills:Stakeholder managementTrusted advisorDe-escalationAnalytical skillsWritten and presentation skills

Languages:English

Tech Stack:SFDCJIRACase management systemsEmail security products

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

Website LinkedIn

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Abnormal AI

1 day ago

Customer Success Manager, UKI

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 34 minutes agoStatus: Live

Job Summary

Location: Ireland, United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Serve as the ‘voice of the customer,’ providing internal feedback to maximize value, retention, and customer experience.
•Schedule, prepare, and deliver customer business reviews focused on ROI to drive renewals and expansion.
•Maintain deep product/roadmap knowledge to guide customers, increase adoption of key features and best practices, and keep an Adoption Score trajectory.
•Build strategic trusted-advisor relationships at senior levels, develop customer champions, and engage decision makers to shape Success Plans with success metrics.
•Proactively monitor customer health, de-escalate issues, coordinate internal actions, and work cross-functionally with teams (Support, Product, Engineering, and Account team) to ensure commitments are met.

Key Requirements

•2+ years of experience in a CSM capacity and 5+ years in an enterprise SaaS product support environment.
•Build and manage long-lasting executive-level relationships (including with CIOs/CISOs) and deliver measurable customer outcomes like health score and retention/growth.
•Action-oriented ability to assess inputs across Support, Product, and Engineering and translate them into scalable customer solutions and narratives.
•Strong analytical and organizational skills to evaluate customer ROI and investment returns.
•Technical troubleshooting experience, including familiarity with internet and networking technologies and email security products; proficiency with case management systems and CRMs (e.g., SFDC / JIRA).

Experience:2+ yearsEnterprise SaaSCustomer supportEmail security

Education:Bachelor's in Computer Engineering/Computer Science, Electronics and Communications Engineering

Skills:Stakeholder managementTrusted advisorDe-escalationAnalytical skillsWritten and presentation skills

Languages:English

Tech Stack:SFDCJIRACase management systemsEmail security products

Company Brief

Abnormal AI

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2018

Website LinkedIn