Manager of Customer Success, Abnormal AI
$159.8-188k
More information about location
Cloud email security platform
Be an early applicant
Cloud email security platform
1001+ employees
Be an early applicant
$159.8-188k
More information about location
1001+ employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- A people-first leader who builds strong, accountable teams through clear expectations, coaching, and continuous feedback
- Experienced across the full customer success lifecycle, with the ability to operationalize frameworks and best practices at scale
- Data-driven and outcomes-focused, using customer health and performance metrics to guide priorities and decisions
- An effective communicator who can translate strategy into action and lead change in a fast-paced environment
- Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
- Experience in managing mid market or tech touch accounts, with a focus on retention and expansion
- 8+ years of experience in enterprise SaaS
- 3+ years of experience leading a Customer Success team in a SaaS environment
- Proven track record of working with digital customer success and delivering exceptional customer outcomes
- Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products
- Strong analytical skills, with the capacity to translate data insights into strategic actions
- Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
- Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
- Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
- Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
- Ability to travel based on customer and business needs (est. around 20-25%)
What the job involves
- As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, retention, and expansion across our customer base
- This role translates customer success strategy into consistent execution through clear expectations, scalable operating models, and data-driven decision-making
- You will own renewal and expansion performance for your segment and lead through hiring, coaching, and operational discipline. This is a quota-carrying leadership role focused on delivering predictable customer outcomes and sustainable growth
- Leadership and Team Management: Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement
- Additionally, empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives
- AI-Enabled Team Leadership. Champion the adoption of AI tools and automation across your CSM team to streamline workflows, surface customer insights faster, and free up capacity for high-impact, strategic customer work. Model AI-native habits and coach your team to do the same
- Strategic Account Management: Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements
- Product Expertise: Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization
- Customer Advocacy: Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution
Application process
- Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person
- As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process
Our take
Fraud involving impersonation is one of the top causes of online financial crime. Criminal tactics like email account spoofing, where the criminal impersonates an official account to steal personal information or money, are rife. Abnormal AI is a startup aimed at handling these hyper-targeted and personalised email attacks by analysing communications and identifying potential fraud before it can take place.
The fraud detection space is extremely competitive, but Abnormal AI differentiates itself through its focus on the threat of impersonation rather than a spectrum of threats. This has allowed it to amass a wealth of data relating specifically to high-risk impersonation attacks, analyzing over 45,000 signals to detect any anomalies.
Its specialised approach has fuelled rapid growth, leading to a $5B valuation after a Series D Funding round in 2024. Now, Abnormal plans to double down on product development and expand internationally, prioritising markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal AI positions itself as a formidable force in the fight against online financial crime.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2024
$250m
SERIES D
May 2022
$210m
SERIES C
Total funding: $534m
Company benefits
- Healthcare
- Flexible PTO
- 401k
- One Medical
- Flexible Spending Account
- Mental Health Resources
- Home Office Stipend
- Monthly Internet & Phone Stipend
- Health and Wellness Stipend
Company HQ
Spring Valley, NV
Leadership
Evan Reiser
(Co-Founder & CEO)Having started their career as a Software Engineer, co-founded GamerNook.com, Bloomspot, and Adstack before spending 3 years at Twitter. Co-founded Abnormal Security in April 2018, and has been CEO since.
Sanjay Jeyakumar
(Co-Founder & CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
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