Customer Success Manager, Digital

About the role 

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.  

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.

In this job, you will bring these skills

• 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 

Role Responsibilities + Deliverables

Value Realization:

• Serve as the ‘voice of the customer’ and provide inter2+ years experience in a customer facing role, in an enterprise SaaS product environment
• 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
• Engage internal 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 escalate and identify remediation options.
• Aggregate data to identify themes across major categories - customer issues/challenges, churn reasons etc and communicate it to the leadership.

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.

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