Digital Customer Success Manager, Abnormal Security
$160-188k
+ Equity
More information about location
Cloud email security platform
Be an early applicant
Cloud email security platform
501-1000 employees
Be an early applicant
$160-188k
+ Equity
More information about location
501-1000 employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- He ideal candidate will bring a strong background in SaaS, with a preference for experience in the cybersecurity domain, and will have at least 3 years of management experience within customer success functions
- The role will own the renewal and upsell targets for their segment
- This quota-based role focuses on driving customer retention, identifying growth opportunities, and ensuring a seamless customer journey
- 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
- Minimum 3 years of experience in customer success management leadership within SaaS companies, with a strong preference for backgrounds in cybersecurity
- 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
What the job involves
- The Manager of Customer Success - Digital CS will play a critical role in driving customer adoption, retention, and expansion across our customer base globally via digital CS programs
- In addition, this individual will be accountable of retaining our tech touch segment customers using the same strategies
- This individual will have a dual focus on account management and technical product expertise, ensuring that our team of Customer Success Managers (CSMs) and Renewal Managers (RMs) deliver exceptional, proactive service to customers at all levels of engagement
- Leadership and Team Management: Lead, mentor, and grow a team of Digital 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
- 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
- Meet the Team: Chau Nguyen (Software Engineer), Christy Min (Sales Development Representative), Mick Leach (Field CISO), Edwin Maljames (India Site Manager)
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.
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