Customer Success Manager, Enterprise (Canada)

The role

You will serve as the primary liaison between customers and internal teams to focus on onboarding, adoption, and value delivery. You will build customer relationships, align on business goals, and drive outcomes through strategic planning.

What you will do

• Act as the main point of contact for assigned customers
• Develop strategic relationships and guide platform adoption and success planning
• Deliver regular business reviews to communicate ROI and align on success metrics
• Provide tailored recommendations by understanding customers' industries, goals, and challenges
• Promote awareness and usage of key platform features and provide ongoing education
• Monitor customer health and manage escalations
• Collaborate with Product, Engineering, Support, and Sales teams to resolve issues
• Maintain expert knowledge of the product roadmap and communicate updates to customers
• Coordinate with internal teams to develop and execute customer success plans

Required qualifications

• 5+ years of experience in enterprise SaaS
• At least 3+ years in Customer Success, TAM, or support roles
• Proven ability to manage large customer portfolios and develop long-term relationships at the executive level
• Excellent communication, presentation, and organizational skills
• Strong problem-solving skills and experience resolving escalations
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Technical proficiency related to internet technologies, networking, and email security products
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience

Benefits

• Bonus or incentive compensation
• Equity
• Comprehensive benefits package

Before you apply

• If application is successful, Abnormal AI will carry out pre-employment checks which must be successfully completed to progress to a final offer

About the company

Abnormal AI is an equal opportunity employer.