Senior Customer Success Manager, Fed/SLED

Abnormal Security Corporation

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.
• Day to day, you will manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight; deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities; drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments; monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts; resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction; collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes; represent the customer voice internally, providing structured feedback to Product and other teams; and support knowledge sharing and contribute to internal process development or mentoring where relevant.
• Abnormal Security Corporation is a fast-growing cybersecurity company focused on protecting organizations from advanced email threats using AI-native technology. The company values innovation, customer obsession, and technical excellence, and operates with a remote-first culture across the USA.
• In this role, you will deepen your expertise in enterprise SaaS customer success, strengthen your ability to influence cross-functional outcomes, and develop strategic account management skills that drive retention and expansion. You’ll gain visibility into product and engineering processes through customer feedback loops and have the opportunity to mentor peers and shape internal best practices.

🎯 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 with an emphasis on delivering measurable outcomes
• Technical familiarity with internet and networking technologies; experience with security products is a plus
• Proficiency in CRM and support tools such as Salesforce and Jira
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience

🏖️ Benefits

• Base salary range: $139,440 — $164,000 USD
• Eligibility for bonus or incentive compensation
• Equity awards
• Comprehensive benefits package
• Remote work flexibility within the USA
• Equal opportunity employer with commitment to inclusion

Skills & Technologies

Senior

Remote

Degree Required

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Abnormal Security Corporation

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About Abnormal Security Corporation

Abnormal Security Corporation provides cloud-native email security using behavioral AI to block business email compromise, phishing, malware, and socially-engineered attacks. The platform integrates via API with Microsoft 365 and Google Workspace, analyzing identity, content, and context to detect anomalies without altering mail flow. Founded in 2018 and headquartered in San Francisco, the company serves mid-market to Fortune 500 organizations, reducing risk, automating incident response, and providing visibility into human-targeted threats.

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