# Sr. Customer Success Manager, Federal

**Company**: Abnormal AI
**Location**: Remote - USA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $139,440-$164,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/abnormalsecurity/jobs/7989749003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c831fdec-bec

## Description

As a Sr. Customer Success Manager, Federal, you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform.

Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while 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

## Requirements

- 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
- Customer Success
- enterprise SaaS
- account management
- strategic planning
- problem-solving
- negotiation
- technical aptitude
- communication
- presentation

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/abnormalsecurity/jobs/7989749003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)