Digital Customer Success Manager, EMEA

About You

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 at scale, while acting as a trusted advisor through both direct and digital engagement. 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

• 2+ years experience in a CSM capacity, with 3+ years experience in an enterprise SaaS product support environment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively at scale across diverse customer segments and internal stakeholders
• Gather and synthesize customer feedback across a broad customer base, translating insights into actionable recommendations for product enhancements and feature development
• Well versed with using case management systems and CRMs (e.g., SFDC / JIRA). Previous experience in CSP is a bonus.
• Bachelor of Science in Computer Engineering, Computer Science, or Electronics