MidMarket Customer Success Manager, North Central & Northwest

About the Role As a Customer Success Managerat Abnormal AI, you will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You will build and nurture strong customer relationships, align on business goals, and drive measurable outcomes through best practice adoption and strategic planning. You will proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements. Your role involves collaboration with cross-functional teams and maintaining customer satisfaction and retention. Who you are Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives Action-oriented, analytical, and collaborative in approach to customer success and issue resolution Dedicated to delivering measurable customer value and ensuring satisfaction throughout the customer lifecycle Strong verbal and written communication skills, comfortable handling both strategic discussions and technical conversations Solid technical understanding of SaaS products, including internet technologies, networking, and email security solutions Proven track record of driving product adoption and supporting long-term customer growth What you will do Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption Proactively monitor customer health, manage escalations, and collaborate with