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- Tasks: Be the voice of the customer, ensuring they achieve success with our platform.
- Company: Join Abnormal AI, a leader in cyber security solutions.
- Benefits: Enjoy a competitive salary, flexible working options, and growth opportunities.
- Why this job: Make a real impact by helping customers maximise their investment in our technology.
- Qualifications: Experience in customer success and strong relationship-building skills required.
- Other info: Collaborative environment with a focus on innovation and customer satisfaction.
The predicted salary is between 30000 - 50000 £ per year.
Join to apply for the Customer Success Manager, MidMarket UKI role at Abnormal AI
About The Role: As a Mid Market CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable strategic customers that realize full value from the platform and partnership. You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer\’s trusted advisor.
Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests.
In This Job, You Will Bring These Skills
- Experience in a Mid Market CSM capacity
- Strong experience with building and developing long-lasting executive-level relationships (including with CISO’s and CIO’s) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers)
- Experience managing a book of business approaching or exceeding $10M ARR, with $1M ARR accounts within it requiring intensive engagement and advanced planning around value assessment, strategic roadmap and feature request alignment, budgeting, and resourcing / engagement models
- 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 understand and review the financial return or ROI on the customer’s investment
- Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization – both internally and externally
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
- Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Previous experience with SaaS products, preferably cyber security products
- Well versed with using case management systems and CRMs (e.g., SFDC / JIRA)
- 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’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
- Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion.
- Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth. Must be hands on!
Relationship Building:
- Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal.
- With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
- Develop and nurture Abnormal Security champions within your customer’s organization who advocate for the platform based on their positive experience.
Success Criteria Alignment:
- Develop an accurate understanding of how a customer defines achieving success on the Abnormal platform in a mutually verifiable manner, treating such success criteria as a critical measure of health that is defined, maintained, reviewed, and acted upon in a proactive manner.
- Use customer cadence calls and customer Business Reviews to define success criteria with the customer, prioritize those criteria, and get the customer’s own assessment of how we’re performing on them to drive appropriate action plans cross-functionally.
Account Success Planning:
- Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals.
- Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics).
- Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options.
Cross Functional Collaboration:
- Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage.
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 schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.
Product Knowledge:
- Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score.
- Educate customers on the most relevant features and functionality related to their specific requirements.
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.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Computer and Network Security
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Customer Success Manager, MidMarket UKI employer: Abnormal AI
Contact Detail:
Abnormal AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, MidMarket UKI
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer success roles. This will give potential employers a clear picture of what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors. Focus on articulating how you've built relationships and driven customer success in previous roles. Confidence is key!
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to reflect your passion for customer success and how you can help our clients thrive.
We think you need these skills to ace Customer Success Manager, MidMarket UKI
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with building relationships and driving customer success, as these are key aspects of the job.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve helped customers achieve their goals. Use metrics where possible to demonstrate your impact, like retention rates or customer satisfaction scores.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build trust and rapport with customers, so showing your genuine passion for customer success will go a long way.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people and helps us get to know you better!
How to prepare for a job interview at Abnormal AI
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding Abnormal AI's customer base and their specific needs. Familiarise yourself with industry trends, especially in email security, and think about how you can help customers achieve their goals using the platform.
✨Showcase Your Relationship-Building Skills
Be ready to discuss your experience in building long-lasting relationships with executive-level stakeholders. Prepare examples of how you've successfully navigated complex customer interactions and turned challenges into positive outcomes.
✨Demonstrate Your Analytical Mindset
Highlight your ability to assess customer health and ROI effectively. Bring examples of how you've used data to drive decisions and improve customer satisfaction, showing that you can align success criteria with business objectives.
✨Prepare for Cross-Functional Collaboration
Think about times when you've worked with different teams to solve customer issues. Be prepared to discuss how you can partner with internal teams at Abnormal AI to ensure customer success and drive platform adoption.