Digital Customer Success Manager

Summary

Abnormal AI is hiring a Digital Customer Success Manager to manage a high-volume customer portfolio through scalable, digital-first programs. The role focuses on driving adoption, retention, and growth by executing digital campaigns, monitoring customer health, delivering virtual customer engagements, and partnering with internal teams to optimize outcomes.

Responsibilities

• 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

Skills

• * 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
• * 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
• * Candidates must reside in the Mountain (MST) or Central (CST) time zone
• * 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

Qualifications

Must Haves

• * 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
• * 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
• * Candidates must reside in the Mountain (MST) or Central (CST) time zone
• * 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

Benefits

• This role may be eligible for bonus or incentive compensation
• This role may be eligible for equity
• A comprehensive benefits package