Enterprise Customer Success Manager EMEA

About You

As a Sr. 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.

In this job, you will bring these skills

• 3+ years experience in a CSM capacity, with 6+ yrs. experience in an enterprise SaaS product support environment
• 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

Role Responsibilities + Deliverables

Value Realization :

Product Knowledge :

Relationship Building :

Account Success Planning :

Cross Functional Collaboration :

Triage and Risk Mitigation :

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Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here . If you would like more information on your EEO rights under the law, please click here .

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