Customer Success Manager (Canada)

Join Abnormal AI as a Customer Success Manager in Canada. In this role, you will be 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 also proactively identify opportunities and risks to help customers maximize their investment and contribute valuable feedback for product improvements.

• Servir como el principal enlace entre los clientes y los equipos internos, enfocándose en la incorporación exitosa, la adopción y la entrega de valor continuo.
• Construir y nutrir relaciones sólidas con los clientes, alineando los objetivos comerciales y impulsando resultados medibles a través de la adopción de mejores prácticas y la planificación estratégica.
• Identificar proactivamente oportunidades y riesgos para ayudar a los clientes a maximizar su inversión y contribuir con comentarios valiosos para las mejoras del producto.
• 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
• Action-oriented, analytical, and collaborative in approach to customer success and issue resolution
• Skilled at building trust and maintaining relationships with stakeholders at various organizational levels, including executives
• 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
• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles
• 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
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively