Full-Time

Customer Success Manager

Digital

Confirmed live in the last 24 hours

Abnormal Security

Abnormal Security

501-1,000 employees

AI-driven email security against cyber threats

Cybersecurity
AI & Machine Learning

Compensation Overview

$95k - $112kAnnually

+ Bonus + Restricted Stock Units (RSUs)

Mid

Remote in USA

Must be located in the US East.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
JIRA
Data Analysis
Requirements
  • 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment
  • Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
  • Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA). Previous experience in CSP is a bonus.
  • Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required
Responsibilities
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
  • Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
  • Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
  • Strong analytical and organizational skills, with the ability to manage a large portfolio of business
  • Proactively monitor customer usage patterns and provide recommendations for optimizing the automated customer journey to help ensure customer retention and satisfaction, and engage with the customer to address concerns and maximize value realization.
  • Actively gather feedback through surveys, interviews, and regular interactions, analyze the data to identify trends and improvement opportunities, and share insights with internal teams
  • Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth in a scalable fashion.
  • Proactively monitor customer health to reach out to customers before risks or issues
  • Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage.
  • Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
  • Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.
  • Maintain understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score.
  • Educate customers on the most relevant features and functionality related to their specific requirements.

Abnormal Security protects organizations from advanced cyber threats, particularly those targeting email communications. The company uses artificial intelligence and machine learning to identify and block risks like phishing, malware, and business email compromise, which often evade traditional security systems. Its services are tailored for large enterprises that need strong security measures to safeguard sensitive information. Abnormal Security differentiates itself by offering a subscription-based model that integrates easily with existing email systems, allowing for quick setup without disrupting business operations. The goal is to provide effective protection against evolving cyber threats while continuously enhancing their technology through ongoing research and development.

Company Stage

Series D

Total Funding

$519.4M

Headquarters

San Francisco, California

Founded

2018

Growth & Insights
Headcount

6 month growth

28%

1 year growth

62%

2 year growth

56%
Simplify Jobs

Simplify's Take

What believers are saying

  • Abnormal Security raised $250M in Series D funding, valuing it at $5.1 billion.
  • The company is expanding beyond email to offer cross-platform AI-powered security solutions.
  • Abnormal Security was named a Leader in the 2024 Gartner Magic Quadrant for Email Security.

What critics are saying

  • Increased competition from emerging AI-powered cybersecurity startups like Patlytics.
  • Potential overvaluation concerns with a $5.1 billion valuation may lead to market corrections.
  • The challenge of maintaining rapid growth as the company expands beyond email security.

What makes Abnormal Security unique

  • Abnormal Security uses AI and ML to detect sophisticated email threats.
  • The company models human behavior to prevent account takeovers and financial damage.
  • Abnormal Security integrates seamlessly with existing email systems via API for quick deployment.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Competitive pay and equity

One of the most proven machine learning teams in Silicon Valley

Best-in-class customer traction and growth

Team-wide commitment to excellence, velocity, and customer-focus

Strong growth opportunities and high ownership expectations

Full medical, dental, and vision health insurance benefits

Daily catered lunches and snacks

Generous PTO