高级客户成功经理, 联邦
Sr. Customer Success Manager, Federal
职位描述
作为客户成功经理，联邦你将管理并拓展客户关系组合，确保他们的成功和满意度，同时最大化从Abnormal平台中获得的价值。作为值得信赖的顾问，你将明确成功标准，推动最佳实践的采用，对新功能进行培训，识别升级销售机会，并主动解决问题，同时向内部团队提供反馈。
你是什么样的人
- 有企业SaaS产品支持环境中的经验
- 擅长建立长期的高层关系并实现可衡量的结果（续约、健康评分、增长）
- 具有战略思维，具备出色的客户管理、规划和解决问题的能力
- 能够领导跨职能项目以满足客户需求并提供可扩展的解决方案
- 熟悉客户生命周期管理，包括旅程地图、接触点和留存策略
- 精通案例管理系统和CRM（例如SFDC、JIRA）
- 沟通能力强，能够影响和与各级高管和利益相关者互动
你会做什么
- 组合管理：负责客户组合，确保持续的满意度、留存和增长
- 价值实现：作为客户代言人，进行业务评审，证明投资回报率，推动平台功能的采用以最大化价值
- 成功计划：制定并执行与客户目标和路线图一致的战略成功计划；与高级决策者互动以指导策略
- 扩展机会：根据客户需求和平台采用情况识别升级销售和交叉销售机会
- 产品知识：保持对Abnormal产品和路线图的深入了解，向客户介绍相关功能并推动采用
- 关系建设：建立值得信赖的顾问关系，了解行业趋势，并培养客户拥护者
- 协作：与内部团队（销售、产品、工程、支持）合作，确保客户满意度、续约和扩展
- 风险缓解：监控客户健康状况，预判风险，并在问题升级前协调补救计划
必备条件
- 5年以上客户成功经验，最好是在企业SaaS领域
- 在管理高管关系方面有成功记录（如CIO、CISO或同等职位）
- 在特定客户组合中成功推动客户采用、留存和增长的经验
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About the Role
As a 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.
Who you are
- Experienced in enterprise SaaS product support environments
- Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)
- Strategic thinker with strong account management, planning, and problem-solving skills
- Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions
- Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies
- 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
What you will do
- 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
Must Haves
- 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
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Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Base salary range:
$139,440—$164,000 USD
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.