- Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth
- Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value
- Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy
- Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption
- Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption
- Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions
- Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion
- Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalation
Requirements
- 5+ years of Customer Success experience, ideally in enterprise SaaS
- Proven track record managing executive relationships (CIO, CISO, or equivalent)
- Demonstrated success driving customer adoption, retention, and growth within a defined portfolio
- Strong account management, strategic planning, problem-solving, and negotiation skills
- Strong technical aptitude with enterprise software and networking technologies
- Excellent communication and presentation skills, with the ability to lead executive-level discussions
- Bachelor’s degree in Computer Science, Engineering, or equivalent work experience.
Core Competencies
Demonstrates expertise in Customer Success Management, focusing on account retention, growth, and strategic planning. Proficient in driving customer adoption of enterprise SaaS products while building strong executive relationships and collaborating across teams.
Highest-signal resume keywords
- Customer Success Management
- Account Management
- Strategic Planning
- Technical Aptitude
- Communication Skills
Hard Skills
- Customer Adoption
- Portfolio Management
- Value Realization
- Risk Mitigation
- Negotiation Skills
Soft Skills
- Relationship Building
- Problem-Solving
- Collaboration
Industry Keywords
- Business Reviews
- ROI
- Executive Relationships
- Customer Health Monitoring
- Upsell Opportunities
Tools & Technologies
- Enterprise SaaS
- Networking Technologies
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Customer Success Manager, Enterprise – Fed/SLED Arbeitgeber: Jobtailor
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