客户成功经理, 加拿大（多伦多）
Customer Success Manager, Canada (Toronto)
职位描述
作为Abnormal AI的客户成功经理，你将作为客户与内部团队之间的主要联系人，专注于成功的上线、采用和持续价值交付。你将建立并维护与客户的良好关系，对齐业务目标，并通过最佳实践采用和战略规划推动可衡量的结果。你将主动识别机会和风险，帮助客户最大化其投资，并为产品改进提供有价值的反馈。你的工作需要与跨职能团队协作，确保客户满意度和留存。
你具备以下特质
- 擅长在不同组织层级的干系人中建立信任并维持关系，包括高管
- 以行动为导向，分析能力强，注重协作，解决客户成功问题
- 致力于交付可衡量的客户价值，并确保客户生命周期中的满意度
- 具备良好的口头和书面沟通能力，能够处理战略讨论和技术交流
- 对SaaS产品有扎实的技术理解，包括互联网技术、网络和电子邮件安全解决方案
- 有推动产品采用和支持长期客户增长的显著业绩
你的职责包括
- 作为指定客户的首要联系人，建立战略关系，指导平台采用和成功规划
- 定期进行业务回顾（QBR/EBR），清晰传达投资回报率并就成功指标达成一致，以支持客户留存和扩展
- 理解客户所在行业、目标和挑战，提供定制化建议，并协调内部和外部干系人达成成功目标
- 推动关键平台功能的意识和使用，提供持续教育，并发现扩展采用的机会
- 主动监控客户健康状况，处理升级问题，并与产品、工程、支持和销售团队协作解决问题并分享可操作的见解
- 保持对产品路线图的深入了解，并向客户传达相关更新和增强功能
- 与内部团队协作，制定和执行客户成功计划，在问题影响参与度或满意度之前加以应对
必备条件
- 5年以上企业SaaS经验，其中至少3年以上客户成功、客户经理或类似岗位经验
查看英文原文
About the Role
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. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention.
Who you are
- Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
- Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
- Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle
- Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations
- Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions
- Proven track record of driving product adoption and supporting long-term customer growth
What you will do
- Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning
- Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion
- Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives
- Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
- Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights
- Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
- Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
Must Haves
- 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
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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.