<h2>About the Role</h2><p>As a <strong>Digital Customer Success Manager (CSM)</strong>, you will be responsible for managing and engaging a high-volume customer base through <strong>scalable digital success programs</strong>. You will act as a <strong>trusted advisor</strong>, helping customers realize the full value of our platform while proactively addressing risks and driving retention.</p><p>This role requires strong <strong>data-driven decision-making, customer engagement, and cross-functional collaboration</strong>. You will work closely with internal teams to interpret customer insights, optimize engagement strategies, and enhance the digital customer journey.</p><p>We are a remote first company but you must be based in the US Central Time Zone to support customers in this region. </p><h2>What you will do</h2><h3><strong>Customer Engagement & Value Realization</strong></h3><ul><li>Manage a <strong>high-volume portfolio of 500–600 customers</strong> primarily through <strong>automated and digital engagement strategies</strong>.</li><li>Deliver <strong>digital QBRs</strong>, ensuring customers understand product value and best practices for maximizing ROI.</li><li><strong>Monitor customer health scores and engagement trends</strong> to proactively address risks and optimize retention strategies.</li><li><strong>Drive product adoption</strong> by analyzing customer usage data and recommending tailored engagement strategies.</li><li><strong>Increase participation in webinars, training, and automated reporting programs</strong> to enhance self-service success.</li></ul><h3><strong>Data & Insights-Driven Strategy</strong></h3><ul><li><strong>Leverage analytics and customer feedback</strong> to identify trends, pain points, and opportunities for improvement.</li><li>Partner with the <strong>Digital Program Strategy team</strong> to inform and refine digital engagement initiatives.</li><li>Contribute to the <strong>development of scalable playbooks and automation strategies</strong> for digital success.</li></ul><h3><strong>Cross-Functional Collaboration</strong></h3><ul><li>Work closely with <strong>Sales, Renewals, Support, and Product teams</strong> to ensure customer needs are met.</li><li>Provide <strong>customer insights and recommendations</strong> to help shape product enhancements and go-to-market strategies.</li><li>Align with internal teams on risk mitigation strategies, ensuring a <strong>proactive approach to customer retention</strong>.</li></ul><h3><strong>Triage & Risk Mitigation</strong></h3><ul><li><strong>Identify early warning signs</strong> of customer disengagement and work cross-functionally to implement intervention strategies.</li><li>Actively monitor support cases, feature requests, and other risk factors to <strong>proactively de-escalate potential issues</strong>.</li></ul><h3><strong>Product Knowledge & Advocacy</strong></h3><ul><li>Maintain a <strong>strong understanding of the product and roadmap</strong> to guide customers effectively.</li><li>Educate customers on <strong>key features and functionality</strong> to drive self-sufficiency and long-term success.</li><li>Act as the <strong>voice of the customer</strong>, providing insights that help influence product development and roadmap decisions.</li></ul><h2>Must Haves</h2><ul><li><strong>Customer Success & Engagement:</strong> Ability to manage a <strong>large-scale book of business</strong> through digital-first engagement strategies.</li><li><strong>Data & Analytics:</strong> Comfort in analyzing <strong>customer health metrics, campaign insights, and engagement data</strong> to drive proactive actions.</li><li><strong>Strong Communication:</strong> Exceptional written and verbal communication skills for customer interactions, presentations, and internal collaboration.</li><li><strong>Problem-Solving & Risk Mitigation:</strong> Ability to <strong>identify risks early</strong>, provide solutions, and <strong>escalate efficiently when needed</strong>.</li><li><strong>Collaboration & Stakeholder Management:</strong> Experience working cross-functionally with <strong>Sales, Renewals, Product, and Support teams</strong> to drive customer success.</li><li><strong>Technical Aptitude & Product Knowledge:</strong> Comfortable learning and articulating <strong>technical product features</strong>, with the ability to educate customers on best practices.</li><li><strong>Process & Automation Optimization:</strong> Understanding of <strong>digital touch models, automation strategies, and scalable CS initiatives</strong>.</li></ul><p>#LI-MC2</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><hr><p><br>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. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our <span style="text-decoration: underline;"><span style="font-size: 18px;"><a href="https://careers.abnormalsecurity.com/benefits-perks" target="_blank"><span style="font-size: 16px;">Benefits & Perks</span></a></span></span> page.</p></div><div class="title">Base salary range:</div><div class="pay-range"><span>$95,200</span><span class="divider">—</span><span>$112,000 USD</span></div></div></div><div class="content-conclusion"><p><br>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 <a href="https://abnormal.ai/aap-eeoc-statement" target="_blank"><span style="text-decoration: underline;"><em>click here</em></span></a>. If you would like more information on your EEO rights under the law, please <em><span style="text-decoration: underline;"><a href="https://abnormal.ai/eeoc-poster" target="_blank">click here</a></span></em>.</p></div>