Senior Customer Success Manager, Abnormal Security
EMEA
Cloud email security platform
Posted today
Cloud email security platform
501-1000 employees
Posted today
501-1000 employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- 4+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment
- Fluent in both English and German languages
- Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
- 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 understand and review the financial return or ROI on the customer’s investment
- Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
- Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Previous experience with Internet and networking technologies and products, including email security products
- Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA)
- 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
What the job involves
- As an Enterprise CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable customers that realize full value from the platform and partnership
- You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor
- Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests
- 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
- Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion
- Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
- Product Knowledge:
- Maintain a deep 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
- Relationship Building:
- Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
- With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives
- Develop and nurture Abnormal AI champions within your customer’s organization who advocate for the platform based on their positive experience
- Account Success Planning:
- Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals
- Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics)
- Proactively monitor customer health to reach out to customers before risks or issues
- Escalate and identify remediation options
- Cross Functional Collaboration:
- Partner with Abnormal AI 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
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
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
Yerba Buena, San Francisco, CA
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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