Customer Success Manager, Abnormal AI
Canada
Cloud email security platform
Posted today
Cloud email security platform
1001+ employees
Posted today
1001+ employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
- Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
- Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
- Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
- Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
- Proven track record of driving product adoption and supporting long-term customer growth
- 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
- Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
- Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
- Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
- Proficiency with CRM and case management tools such as Salesforce and Jira
- Technical proficiency related to internet technologies, networking, and email security products
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience
What the job involves
- As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery.
- You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning.
- You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements.
- Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention
- Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
- Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
- Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
- Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
- Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
- Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
Application process
- We review every submission and typically respond within two weeks
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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