Digital Customer Success Manager, EMEA

About You

As a Digital CSM, you are passionate about creating and sustaining happy customers that realize full value from the platform and partnership across a large portfolio of customers. You have strong communication and prioritization skills andare passionate about solving customer problems at scale, while acting as a trusted advisor through both direct and digital engagement.Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: setting clear expectation internally and externally, acting as a customer advocate, using quantifiable data and customer health to proactively determine churn risk and de-escalate issues with scalable solutions.

In this job, you will bring these skills

• 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively at scale across diverse customer segments and internal stakeholders
• Gather and synthesize customer feedback across a broad customer base, translating insights into actionable recommendations for product enhancements and feature development
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA). Previous experience in CSP is a bonus.
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required

Role Responsibilities + Deliverables

Value Realization:

• Serve as the ‘voice of the customer’ by identifying trends across the customer base and providing scalable recommendations to maximize value and retention
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Soft skills oriented towards developing and retaining a customer’s trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response)
• Strong analytical and organizational skills, with the ability to effectively manage a high-volume, scaled portfolio of customers
• Proactively monitor customer usage patterns and own the optimization of the automated customer journey, including designing and refining scalable digital touchpoints to drive retention, satisfaction, and value realization.
• Actively gather feedback through surveys, in-product interactions, and digital campaigns; analyze data to identify trends and improvement opportunities, and share insights with internal teams
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth in a scalable fashion.

Proactively monitor customer health signals and trigger scaled or targeted outreach to address risks before they escalateCross Functional Collaboration:

• Partner with the Abnormal AI Account Team (Account Executives, Sales Engineers, Support Engineers, Renewal Managers, etc.) to drive coordinated, data-informed strategies for retention and expansion across a scaled customer base

Triage and Risk Mitigation:

• Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations.
• Coordinate internal actions and facilitate customer engagements (both 1:many and 1:1 as needed) to address issues and ensure all commitments are met

Product Knowledge:

• Maintain a strong understanding of our product and roadmap to guide customers toward successful outcomes and inform scalable enablement strategies
• Educate customers on the most relevant features and functionality related to their specific requirements.

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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.