Customer Success Manager, Canada (Toronto)

About the Role

As a Customer Success Manager at 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 Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights

Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers

Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction

Must Haves

5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles

Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level

Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively

Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience

Proficiency with CRM and case management tools such as Salesforce and Jira

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

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• 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 .