Digital Customer Success Manager

About the Role

As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform. You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey.

Who you are

• Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
• Experienced in digital lifecycle management and scaling engagement through campaigns or automation
• Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
• Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
• Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
• Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused

What you will do

• Manage a portfolio of 500–600 customers through digital-first engagement strategies
• Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
• Monitor customer health and usage data to identify risks and take proactive actions
• Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
• Partner with Renewal Managers on retention strategies for at-risk accounts
• Surface insights and adoption trends to inform product roadmap, content, and digital programs
• Contribute to playbooks, automation models, and scalable best practices for digital success

Must Haves

• 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
• Proven ability to drive adoption, retention, and growth through digital strategies
• Strong analytical skills with experience interpreting customer health and usage data
• Excellent written and verbal communication skills for both digital and live customer interactions
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
• Knowledge of SaaS customer lifecycle stages and strategies for digital engagement