As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform.
You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey.
Who you are- Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
- Experienced in digital lifecycle management and scaling engagement through campaigns or automation
- Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
- Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
- Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
- Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused
- Manage a portfolio of 500–600 customers through digital-first engagement strategies
- Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
- Monitor customer health and usage data to identify risks and take proactive actions
- Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
- Partner with Renewal Managers on retention strategies for at-risk accounts
- Surface insights and adoption trends to inform product roadmap, content, and digital programs
- Contribute to playbooks, automation models, and scalable best practices for digital success
- 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
- Proven ability to drive adoption, retention, and growth through digital strategies
- Strong analytical skills with experience interpreting customer health and usage data
- Excellent written and verbal communication skills for both digital and live customer interactions
- Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
- Knowledge of SaaS customer lifecycle stages and strategies for digital engagement
#LI-EM3
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
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.
Top Skills
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow.
Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
