Senior Manager of Digital Customer Success, Abnormal Security

Salary not provided

+ Equity

Gainsight
Expert level
Remote in US
Abnormal Security

Cloud email security platform

Job no longer available

Abnormal Security

Cloud email security platform

501-1000 employees

B2BArtificial IntelligenceSaaSCyber SecurityCloud ComputingFraud

Job no longer available

Salary not provided

+ Equity

Gainsight
Expert level
Remote in US

501-1000 employees

B2BArtificial IntelligenceSaaSCyber SecurityCloud ComputingFraud

Company mission

To make the cloud a safer place for businesses.

Role

Who you are

  • Expertise in building a Digital Customer Success program with proven methods that support SMB and Enterprise customers
  • Demonstrated success in developing, implementing and innovating digital customer engagement strategies
  • Skilled at leading large, cross-functional initiatives that require vision setting, stakeholder alignment, execution and change management
  • Strong influencer, with the ability to inspire and guide teams towards achieving strategic objectives
  • Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
  • Analytical abilities with experience using data to measure success and inform strategy
  • Willingness and ability to operate in a fast-paced, dynamic and high-growth technology environment
  • Experience with Gainsight and Gainsight’s Journey Orchestration
  • Over 10 years experience within Customer Success, working at a global SaaS B2B technology, SaaS, or enterprise software company

What the job involves

  • As the Senior Manager, Digital Customer Success, you will play a pivotal role in shaping the future of how Abnormal best serves our customers
  • You will be accountable for creating our comprehensive, next generation digital Customer Success program that improves customer time to value, customer experience and employee productivity
  • This role requires a dynamic leader who can innovate in the digital space, champion a large cross-functional program and develop strategies to improve our ability to scale and drive outcomes across the customer lifecycle
  • Design, own and implement a state-of-the-art digital Customer Success program that enhances our engagement model, leveraging AI technology to scale our efforts and drive meaningful customer outcomes
  • Champion the digital program, working closely with Sales, Marketing, Product, and Support to design a cohesive customer journey and continually enhance our approach
  • Develop and execute innovative strategies to guide customers through the Abnormal customer journey to ensure adoption and value realization across customer segments and personas
  • Partner with Customer Success to make it easier and more efficient for Customer Success Managers to serve their customers across our segments
  • Build approaches that leverage various tools and modalities such as customer community, knowledge base, bots, in-app messaging, email campaigns, webinars, office hours and training opportunities
  • Partner with Data Science to analyze effectiveness of digital program components and impact on onboarding, adoption, retention and expansion

Application process

  • 1) Initial Application
  • 2) Recruiter Interview
  • 3) Hiring Manager Interview
  • 4)Skills Assessment
  • 5) Final Interviews

Our take

Fraud involving impersonation is one of the top causes of online financial crime. Criminal tactics like email account spoofing, where the criminal impersonates an official account to steal personal information or money, are rife. Abnormal Security is a startup aimed at handling these hyper-targeted and personalized email attacks by analyzing communications and identifying potential fraud before it can take place.

The fraud detection space is extremely competitive but Abnormal Security differentiates itself through its focus on the threat of impersonation rather than a spectrum of threats. This has allowed it to amass a wealth of data relating specifically to high-risk impersonation attacks, analyzing over 45,000 signals to detect any anomalies.

Its specialized approach has fueled rapid growth, leading to a $4B valuation after a Serice C Funding round. Now, Abnormal plans to double down on product development and expand internationally, prioritizing markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal Security positions itself as a formidable force in the fight against online financial crime.

Freddie headshot

Freddie

Company Specialist

Insights

Top investors

Few candidates hear
back within 2 weeks

11% employee growth in 12 months

Company

Funding (last 2 of 4 rounds)

Aug 2024

$250m

SERIES D

May 2022

$210m

SERIES C

Total funding: $534m

Company benefits

  • Healthcare
  • Flexible PTO
  • 401k
  • One Medical
  • Flexible Spending Account
  • Mental Health Resources
  • Home Office Stipend
  • Monthly Internet & Phone Stipend
  • Health and Wellness Stipend

Company HQ

Yerba Buena, San Francisco, CA

Founders

Having started their career as a Software Engineer, co-founded GamerNook.com, Bloomspot, and Adstack before spending 3 years at Twitter. Co-founded Abnormal Security in April 2018, and has been CEO since.

Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.

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