Sr. Customer Success Manager, Enterprise (TOLA)
About the role
Sr. Customer Success Manager, Enterprise (TOLA) | Careers | Abnormal AI
Skip to main content
Sr. Customer Success Manager, Enterprise (TOLA)
Remote - USA
CSM & Renewals
R-101204
Apply Now
About the Role
As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes.
Who you are
Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals
Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes
Effective communicator with the ability to present complex ideas clearly across a range of audiences
Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset
What you will do
Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities
Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction
Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
Represent the customer voice internally, providing structured feedback to Product and other teams
Support knowledge sharing and contribute to internal process development or mentoring where relevant
Must Haves
8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
Proven track record managing complex customer relationships, including executive-level stakeholders
Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes
Technical familiarity with internet and networking technologies; experience with security products is a plus
Proficiency in CRM and support tools such as Salesforce and Jira
Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience
#LI-MC2
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Base salary range
$139,440
—
$164,000 USD
A note on AI in our process
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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
.
About Abnormal
Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. 4,500+ enterprises trust our behavioral AI platform.
Learn More
Imposter Alert
Please be aware of individuals fraudulently posing as Abnormal recruiters. All official recruiting communication comes from an
@abnormal.ai
email address, and we will never request payment or sensitive financial information during the hiring process. If something feels off, verify the role on this careers site before responding.
AI in Our Hiring Process
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.
As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is committed to protecting your privacy. Please review our
Abnormal AI Applicant Privacy Policy
for full information about how Abnormal AI uses your personal information. By submitting an application you confirm that you have read and understand the
Abnormal AI Applicant Privacy Policy
.
Apply for
Sr. Customer Success Manager, Enterprise (TOLA)
Submit your application below. We review every submission and typically respond within two weeks.
Compensation Disclaimer
The base salary range for this position is dependent on the candidate's experience, skills, qualifications, and location. The actual offer may vary. In addition to base salary, this role is eligible for equity, annual bonus, and benefits.