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Sr. Customer Success Manager, Federal

Abnormal AI· CSM & Renewals
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Full-timePosted 1mo ago

About the role

Customer Success Manager for the Federal sector, remote in the USA, responsible for managing and growing a portfolio of customer relationships on the Abnormal platform, driving adoption, renewals, and expansion while aligning with customer success criteria and providing feedback to internal teams.

Responsibilities

  • Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
  • Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
  • Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
  • Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
  • Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
  • Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
  • Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
  • Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

Qualifications

  • 5+ years of Customer Success experience, ideally in enterprise SaaS
  • Proven track record managing executive relationships (CIO, CISO, or equivalent)
  • Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
  • Strong account management, strategic planning, problem-solving, and negotiation skills
  • Strong technical aptitude with enterprise software and networking technologies
  • Excellent communication and presentation skills, with the ability to lead executive-level discussions
  • Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

Skills

Required:Executive relationship managementAccount management and strategic planningIndustry and product knowledgeCommunication and presentation

Benefits

  • Base salary and potential bonus or incentive compensation, equity, and comprehensive benefits package
Last updated Sep 12, 2026. Interested? Apply on the company site.

About Abnormal AI

The Behavioral Security Platform for the AI era.

AI SecurityAbnormal Behavioral Security PlatformBehavioral SecurityEmail SecurityIdentity SecurityInsider ThreatPlatformenterprise-infrastructure
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