Customer Success Manager, Abnormal Security
Digital (US East)
$95-112k
More information about location
Cloud email security platform
Open for applications
Cloud email security platform
501-1000 employees
Open for applications
$95-112k
More information about location
501-1000 employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- 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
- Gather customer feedback and communicate insights to internal teams to inform product enhancements and feature developments
- 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
- As a Digital CSM, you are passionate about creating and sustaining happy customers that realize full value from the platform and partnership across a large portfolio of customers
- You have strong communication and prioritization skills and are passionate about solving customer problems, while acting as their trusted advisor
What the job involves
- Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: setting clear expectation internally and externally, acting as a customer advocate, using quantifiable data and customer health to proactively determine churn risk and de-escalate issues with scalable solutions
- Value Realization: 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
- Nal feedback on how we can better serve them to maximize customer value and retention.
- 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
- Cross Functional Collaboration: Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage
- Triage and Risk Mitigation: 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
- Product Knowledge: 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
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 Security is a startup aimed at handling these hyper-targeted and personalized email attacks by analyzing communications and identifying potential fraud before it can take place.
The fraud detection space is extremely competitive but Abnormal Security 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 specialized approach has fueled rapid growth, leading to a $4B valuation after a Serice C Funding round. Now, Abnormal plans to double down on product development and expand internationally, prioritizing markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal Security positions itself as a formidable force in the fight against online financial crime.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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
Yerba Buena, San Francisco, CA
Articles
Leadership
Evan Reiser
(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
(CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
Share this job
View 71 more jobs at Abnormal Security