Sr. Customer Success Manager, Federal

<h2>About the Role</h2> <p>As a Customer Success Manager, Federal you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.</p> <h2>Who you are</h2> <ul> <li>Experienced in enterprise SaaS product support environments</li> <li>Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)</li> <li>Strategic thinker with strong account management, planning, and problem-solving skills</li> <li>Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions</li> <li>Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies</li> <li>Proficient with case management systems and CRMs (e.g., SFDC, JIRA)</li> <li>Strong communicator with the ability to influence and engage executives and stakeholders at all levels</li> </ul> <h2>What you will do</h2> <ul> <li>Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth</li> <li>Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value</li> <li>Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy</li> <li>Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption</li> <li>Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption</li> <li>Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions</li> <li>Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion</li> <li>Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate</li> </ul> <h2>Must Haves</h2> <ul> <li>5+ years of Customer Success experience, ideally in enterprise SaaS</li> <li>Proven track record managing executive relationships (CIO, CISO, or equivalent)</li> <li>Demonstrated success driving customer adoption, retention, and growth within a defined portfolio</li> <li>Strong account management, strategic planning, problem-solving, and negotiation skills</li> <li>Strong technical aptitude with enterprise software and networking technologies</li> <li>Excellent communication and presentation skills, with the ability to lead executive-level discussions</li> <li>Bachelor’s degree in Computer Science, Engineering, or equivalent work experience</li> </ul> <p>#LI-MC2</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.<br>In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.</p></div><div class="title">Base salary range:</div><div class="pay-range"><span>$139,440</span>