Sr. Customer Success Manager, Fed/SLED

Remote - USAfull timeRemote

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senior

$139k–$164k

H1B: yes

Abnormal Security The Sr. Customer Success Manager, Fed/SLED manages and grows a portfolio of customer relationships to ensure success and satisfaction with the Abnormal platform. This role acts as a trusted advisor, driving adoption, identifying upsell opportunities, and collaborating across teams to mitigate risks and maximize value.

Responsibilities

As a Customer Success Manager, Fed/SLED 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

Qualification

Skilled at building long-term5+ years of Customer Success experienceStrong account management

Required

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