Senior Customer Success Manager, Enterprise (New England)
About the role
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.
Required Skills and Experience
- 5+ years experience in a CSM capacity, with 6+ years 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
- Demonstrated outstanding overall customer experience (measurable in the form of achieved health score, account retention/growth rate, and % referenceable customers)
- Action-oriented, with the ability to quickly assess situations