Customer Success Manager, Enterprise (Florida)

About the role

This role serves as the primary liaison between enterprise customers and internal teams, driving onboarding, product adoption, and ongoing value delivery for the customer success portfolio. It suits experienced customer success professionals with enterprise SaaS background and a solid technical understanding of internet technologies, networking, and email security.

What you'll do

• Act as main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
• Deliver regular business reviews (QBRs/EBRs), communicating ROI and aligning on success metrics to support retention and expansion
• Understand customers' industries, goals, and challenges to provide tailored recommendations and align stakeholders on success objectives
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues and share insights
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
• Identify opportunities and risks proactively and contribute customer feedback for product improvements
• Collaborate with cross-functional teams to resolve issues and share actionable insights

What you'll need

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• Excellent communication, presentation, and organizational skills, capable of managing strategic and technical conversations
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Technical proficiency related to internet technologies, networking, and email security products
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience
• Skilled at building trust with stakeholders at various organizational levels, including executives
• Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
• Solid technical understanding of SaaS products
• Strong verbal and written communication skills, comfortable handling strategic and technical discussions
• Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
• Proven track record of driving product adoption and supporting long-term customer growth

Benefits listed by Abnormal

• Eligibility for bonus or incentive compensation
• Eligibility for equity
• Comprehensive benefits package

Tools & skills mentioned