119K–140K USD / year
Customer Success Manager, Florida
Customer successWorkplace — Florida
Published on 2026-11-03
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About this role
Manage enterprise SaaS customer relationships from onboarding through ongoing adoption and value delivery. Build success plans, communicate measurable outcomes, and work cross-functionally to address risks, resolve issues, and support retention and expansion.
About the company
Abnormal Security uses AI to detect and stop email and collaboration attacks such as phishing and business email compromise. It protects enterprises against social engineering and account takeover.
What you'll do
- Serve as the primary contact for assigned customers and guide platform adoption and success planning
- Lead QBRs/EBRs, communicate ROI, and align on success metrics
- Recommend tailored solutions based on customer goals and challenges
- Educate customers on platform features and identify opportunities for broader adoption
- Monitor customer health, manage escalations, and coordinate issue resolution with internal teams
- Share customer insights and product updates, and execute plans to address engagement risks
What we're looking for
- 5+ years of enterprise SaaS experience, including 3+ years in Customer Success, TAM, or support
- Experience managing large customer portfolios and building executive-level relationships
- Strong communication, presentation, organization, and problem-solving skills
- Experience resolving escalations while maintaining positive customer relationships
- Proficiency with Salesforce and Jira or similar CRM and case management tools
- Technical knowledge of internet technologies, networking, and email security
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Nice to have
- Experience driving product adoption and long-term customer growth