Customer Success Manager - German Speaking

Customer Success Manager – German Speaking

At Abnormal we seek a Customer Success Manager who is passionate about helping customers fully realize value from our platform and partnership. The role is the primary interface between the customer and our internal teams, focusing on stakeholder relationships, ROI, and continuous improvement.

• 2+ years of experience in a CSM capacity, with 5+ years in an enterprise SaaS product support environment.
• Fluent in English and German.
• Proven track record of building long‑lasting executive‑level relationships (CISO, CIO) at Fortune 500 companies.
• Strong analytical and organizational skills, able to understand and review the financial return or ROI of customers’ investments.
• Excellent written, spoken, and presentation skills, able to communicate effectively at all organizational levels.
• Experience in introducing and reviewing new product features, best practices, and following up with customers to advance platform adoption.
• Technical troubleshooting skills, preferably from a support or SE background.
• Knowledge of Internet and networking technologies, including email security products.
• Proficient in case management systems and CRM tools (e.g., SFDC, JIRA).
• Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience.

• Serve as the voice of the customer, providing internal feedback to maximize customer value and retention.
• Schedule, prepare, and deliver Business Reviews that prove ROI, driving renewals and expansion.
• Increase customer adoption of key platform features and best practices to maximize ROI and retain satisfaction.
• Maintain deep understanding of our product and roadmap, guiding customers to success.
• Educate customers on relevant features and functionality tied to their specific requirements.
• Understand industry trends, business challenges, and use cases to guide customers as a trusted advisor.
• Develop and nurture Abnormal Security champions within customer organizations.
• Engage senior decision makers to shape Success Planning informed by evolving email‑security strategies.
• Collaborate with account teams and internal stakeholders to formulate and maintain Success Plans with measurable metrics.
• Proactively monitor customer health to address risks, risks or issues, and identify remediation options before they arise.
• Partner with account teams (Account Executives, Sales Engineers, Support Engineers) to ensure renewal and expansion.
• Monitor user trends to recommend risk‑mitigation actions to internal teams (Product, Support, Services).
• Coordinate internal actions and schedule customer calls to address case issues and ensure all commitments are met.

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 . If you would like more information on your EEO rights under the law, please .

Mid‑Senior level

Full‑time

Other

Computer and Network Security