Digital Customer Success Manager, EMEA

About You

As a Digital CSM, you are passionate about creating and sustaining happy customers that realize full value from the platform and partnership across a large portfolio of customers.  You have strong communication and prioritization skills andare passionate about solving customer problems at scale, while acting as a trusted advisor through both direct and digital engagement.Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at:  setting clear expectation internally and externally, acting as a customer advocate, using quantifiable data and customer health to proactively determine churn risk and de-escalate issues with scalable solutions.

In this job, you will bring these skills

• 2+ years experience in a CSM capacity, with 3+ yrs. experience in an enterprise SaaS product support environment
• Strong written, spoken, and presentation skills, with the ability to communicate effectively at scale across diverse customer segments and internal stakeholders
• Gather and synthesize customer feedback across a broad customer base, translating insights into actionable recommendations for product enhancements and feature development
• Well versed with using case management systems and CRM’s (e.g., SFDC / JIRA). Previous experience in CSP is a bonus.
• 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’ by identifying trends across the customer base and providing scalable recommendations to maximize value and retention
• 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 effectively manage a high-volume, scaled portfolio of customers
• Proactively monitor customer usage patterns and own the optimization of the automated customer journey, including designing and refining scalable digital touchpoints to drive retention, satisfaction, and value realization.
• Actively gather feedback through surveys, in-product interactions, and digital campaigns; analyze data to identify trends and improvement opportunities, and share insights with internal teams
• Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth in a scalable fashion.

Proactively monitor customer health signals and trigger scaled or targeted outreach to address risks before they escalateCross Functional Collaboration:

• Partner with the Abnormal AI Account Team (Account Executives, Sales Engineers, Support Engineers, Renewal Managers, etc.) to drive coordinated, data-informed strategies for retention and expansion across a scaled customer base

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 facilitate customer engagements (both 1:many and 1:1 as needed) to address issues and ensure all commitments are met

Product Knowledge:

• Maintain a strong understanding of our product and roadmap to guide customers toward successful outcomes and inform scalable enablement strategies
• Educate customers on the most relevant features and functionality related to their specific requirements.

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