Senior Customer Success Manager (Federal)

Join Abnormal Security as a Senior Customer Success Manager (Federal). In this role, you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. You will act as a trusted advisor, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues. You will also collaborate with internal teams to ensure customer satisfaction, renewals, and expansion.

• Gérer et développer un portefeuille de relations clients, en veillant à leur succès et à leur satisfaction.
• Agir en tant que conseiller de confiance, aligner sur les critères de succès, conduire l'adoption des meilleures pratiques.
• Identifier les opportunités de vente incitative et croisée en fonction des besoins des clients et de l'adoption de la plateforme.

• Experienced in enterprise SaaS product support environments
• Strategic thinker with strong account management, planning, and problem-solving skills
• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)
• Strong communicator with the ability to influence and engage executives and stakeholders at all levels
• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
• Strong account management, strategic planning, problem-solving, and negotiation skills
• Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
• Excellent communication and presentation skills, with the ability to lead executive-level discussions
• 5+ years of Customer Success experience, ideally in enterprise SaaS
• Proven track record managing executive relationships (CIO, CISO, or equivalent)
• Strong technical aptitude with enterprise software and networking technologies