Customer Success Manager, Fed/SLED

About the Role

As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.

Who you are

• Experienced in enterprise SaaS product support environments

• Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth)

• Strategic thinker with strong account management, planning, and problem-solving skills

• Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions

• Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies

• Proficient with case management systems and CRMs (e.g., SFDC, JIRA)

• Strong communicator with the ability to influence and engage executives and stakeholders at all levels

What you will do

• 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 tru

Department: CSM & Renewals