Digital Customer Success Manager
Abnormal Open · verified Sep 21, 2026 At a glance
Mid-level Customer Success role at Abnormal. Remote, USA · $95,200–$112,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage a portfolio of 500-600 customers through scalable digital engagement programs
- Build lifecycle campaigns such as nurtures, surveys, and adoption initiatives
- Use customer health and usage data to spot risks and trigger proactive actions
- Lead digital QBRs, EBRs, and webinars that demonstrate ROI and deepen engagement
- Share adoption insights to improve product direction, content, playbooks, and automation
What you bring
- Bring two to four years in Customer Success, Account Management, or SaaS customer-facing work
- Show that digital programs have increased customer adoption, retention, and growth
- Analyze customer health and usage information to identify risks and opportunities
- Communicate clearly with customers in writing, live conversations, webinars, and virtual QBRs
- Know SaaS lifecycle engagement and CRM or customer success tools such as Salesforce, Gainsight, or Totango
Who this fits
You’ll suit a data-oriented customer success professional who can organize a large portfolio and scale engagement through campaigns or automation. The role requires residence in the Mountain or Central time zone and involves working with Sales, Renewals, Product, and Support. You’ll operate as an individual contributor managing customer relationships through digital and live formats.
From the employer
About the Role
As a Digital Customer Success Manager at Abnormal AI, you will manage a high-volume customer portfolio through scalable, digital-first programs. Your focus is to drive adoption, retention, and growth by guiding customers through their lifecycle and ensuring measurable value from our platform.
You will design and execute targeted digital campaigns, monitor customer health, and collaborate with internal teams to address risks and optimize outcomes. Acting as a trusted advisor, you will use data and customer feedback to influence product, program, and content improvements across the digital journey.
Who you are
- Skilled at analyzing customer data to identify risks, opportunities, and adoption trends
- Experienced in digital lifecycle management and scaling engagement through campaigns or automation
- Strong communicator, confident in digital and live formats (e.g., webinars, virtual QBRs)
- Collaborative team player who partners effectively across Sales, Renewals, Product, and Support
- Comfortable articulating SaaS product features, benefits, and use cases to drive adoption
- Able to balance multiple priorities across a large portfolio while staying organized and outcome-focused
What you will do
- Manage a portfolio of 500–600 customers through digital-first engagement strategies
- Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages
- Monitor customer health and usage data to identify risks and take proactive actions
- Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement
- Partner with Renewal Managers on retention strategies for at-risk accounts
- Surface insights and adoption trends to inform product roadmap, content, and digital programs
- Contribute to playbooks, automation models, and scalable best practices for digital success
Must Haves
- 2–4 years in Customer Success, Account Management, or SaaS customer-facing roles
- Candidates must reside in the Mountain (MST) or Central (CST) time zone.
- Proven ability to drive adoption, retention, and growth through digital strategies
- Strong analytical skills with experience interpreting customer health and usage data
- Excellent written and verbal communication skills for both digital and live customer interactions
- Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango)
- Knowledge of SaaS customer lifecycle stages and strategies for digital engagement
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
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