# Customer Success Manager, Canada (Toronto)

**Company**: Abnormal AI
**Location**: Toronto, ON
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $108,800-$128,000 CAD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/abnormalsecurity/jobs/7989489003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d1e35a17-524

## Description

As a Customer Success Manager at Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery.

You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning.

Your responsibilities include:

- Acting as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning

- Delivering regular business reviews, clearly communicating ROI and aligning on success metrics to support retention and expansion

- Understanding customers' industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives

- Promoting awareness and usage of key platform features, providing ongoing education, and identifying opportunities for expanded adoption

- Proactively monitoring customer health, managing escalations, and collaborating with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights

- Maintaining expert knowledge of the product roadmap and communicating relevant updates and enhancements to customers

- Coordinating with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

Requirements:

- 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 both strategic and technical conversations effectively

- 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

## Skills

### Required
- SaaS
- Customer Success
- CRM
- case management
- internet technologies
- networking
- email security

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/abnormalsecurity/jobs/7989489003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)