Customer Success Manager, Digital

The Digital Customer Success Manager at Abnormal Security is responsible for managing a high-volume portfolio of customers, engaging them through digital-first strategies, and driving product adoption. This includes analyzing customer health scores, delivering digital quarterly business reviews, and optimizing retention strategies. The role also entails cross-functional collaboration with Sales and Support teams to gather insights and address customer needs effectively.

Abnormal Security is looking for candidates with a minimum of two years of experience in customer success management, specifically within an enterprise SaaS environment. Ideal candidates should possess strong analytical skills, exceptional communication abilities, and a problem-solving mentality to mitigate risks proactively. Familiarity with digital engagement strategies and the ability to work cross-functionally are essential for success in this role.

At Abnormal Security, a Digital Customer Success Manager drives customer engagement by managing a portfolio of customers through automated digital strategies. This includes delivering value through digital QBRs, monitoring customer health metrics, and advising tailored engagement based on usage data. The goal is to enhance product adoption and provide rich self-service resources to ensure long-term customer success.

While the role of Digital Customer Success Manager at Abnormal Security is located in the United States, the specifics about remote work availability would generally depend on the company's policies and the nature of each customer interaction. Interested candidates should inquire about flexible work arrangements during their application process.

Abnormal Security offers a comprehensive benefits package that includes eligibility for bonuses, restricted stock units (RSUs), and other perks. The individual compensation package is tailored to each candidate's skills, experience, and qualifications, aiming to provide a competitive total compensation that includes additional considerations like health benefits and wellness programs.

Customer success means ensuring that customers achieve their desired outcomes while using our product. It involves understanding their needs, providing them with valuable insights, and facilitating a seamless digital engagement experience to drive product adoption and satisfaction.

I would leverage automation tools for engagement, prioritize clients based on their health scores, and utilize data insights to tailor communication. Additionally, regular digital touchpoints like QBRs would be essential in keeping customers engaged and informed about maximizing their ROI.

Absolutely! At my previous job, I analyzed customer usage data to identify trends where users struggled. By proactively reaching out with targeted webinars and tailored resources, I was able to improve engagement significantly and reduce churn rates.

In my last role, I collaborated with the product and support teams to address a customer’s technical challenge. By facilitating strong communication among departments, we implemented a feature enhancement that directly improved the customer's experience and satisfaction.

I proactively monitor customer health scores and engagement metrics to detect early warning signs of disengagement. When I identify risks, I quickly collaborate with teams to develop intervention strategies, such as targeted outreach or implementation of educational resources.

Communication is crucial! It involves not only conveying product value and updates to customers but also actively listening to their feedback and concerns. Building strong relationships hinges on transparent and consistent communication.

I have experience using customer relationship management platforms, analytics tools to monitor engagement metrics, and support systems for tracking customer inquiries and feedback. These tools are integral to gaining insights and improving customer experience.

I would leverage webinars, tutorial videos, and automated follow-up emails to educate customers about new features. Additionally, I’d create engaging content that highlights best practices, ensuring customers are well-informed and confident in using new functionalities.

I typically start by establishing key performance indicators relevant to success. Then I regularly review usage data, feedback surveys, and support case trends to gauge overall health. This data informs my strategies for proactive engagement and intervention.

Having a deep understanding of the product allows me to advocate effectively for customers, helping them leverage features to meet their goals. It also enables me to provide valuable feedback to internal teams, contributing to product development and improvements.