About Contentsquare Contentsquare is the all in one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We're here to stay-and we're looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler-for our customers, their customers, and each other. Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog. Role Overview 1. This is a software engineering role. We are looking for applicants with minimum 5 years of software engineering experience, with a particular background in TypeScript. While we are building software on top of LLMs, this is not a machine learning role. 2. This role is remote (France, Spain, Italy, Poland, Germany) but can also be office based (hybrid) in Barcelona, Paris, Milan, Munich or Cairo. We're looking for a Senior Fullstack Engineer (Applied AI) to join one of several exciting product initiatives currently in progress that leverage the latest in AI, particularly using Large Language Models (LLMs). One example project is extending our AI CoPilot product (currently only available in Heap) to more surfaces, allowing users without expertise in product or digital experience analytics to answer their questions simply by asking them. We are moving rapidly to leverage LLMs to reduce time to insight, make setup easier, and much more. As our next Senior Software Engineer (Applied AI), you will be focused on product development, with a side of early product iteration. For example, we expect engineers to participate in user interviews as we validate product hypotheses. This is an exciting opportunity to work in a "startup within the startup." We move quickly from idea to proof of concept to interview to product, ensuring that what we build provides actual value to our customers. As LLMs and the related technologies are growing and changing rapidly, we are enthusiastic about new ideas and libraries but discerning - what we build is foundational. We're a distributed team that operates across the US and Europe. We're open to hiring the right person anywhere within the US East Coast time zone or Europe. What we're looking for Desire to work in a fast paced development environment where the customer is in the loop. We prefer to fail fast and start over than to learn too late that we've built the wrong thing. Strong motivation to build an AI feature. Extensive fullstack web application development experience (5+ years), preferably in a data related industry. Experience with TypeScript, with a variety of front end frameworks (React, Vue, Node ). Nice to have Strong opinions, weakly held about how to evaluate the performance of an LLM based application. Experience bringing an application built on top of LLMs from inception to market. Ability to iterate/prototype rapidly to answer data related using LLMs (and other ML when appropriate). Awareness of what LLMs are good at, what they're not good at, and how to navigate this. Familiarity with various LLM providers and their relative tradeoffs. Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we're aligned with the employees' needs. Here are a few we want to highlight: Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year Work flexibility: hybrid and remote work policies Generous paid time off policy (every location is different) Lifestyle allowance A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work Every full time employee receives stock options, allowing them to share in the company's success We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts And more benefits tailored to each country Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal. Your personal data will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws. Contentsquare may use AI assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
Feb 27, 2026
Full time
About Contentsquare Contentsquare is the all in one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We're here to stay-and we're looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler-for our customers, their customers, and each other. Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog. Role Overview 1. This is a software engineering role. We are looking for applicants with minimum 5 years of software engineering experience, with a particular background in TypeScript. While we are building software on top of LLMs, this is not a machine learning role. 2. This role is remote (France, Spain, Italy, Poland, Germany) but can also be office based (hybrid) in Barcelona, Paris, Milan, Munich or Cairo. We're looking for a Senior Fullstack Engineer (Applied AI) to join one of several exciting product initiatives currently in progress that leverage the latest in AI, particularly using Large Language Models (LLMs). One example project is extending our AI CoPilot product (currently only available in Heap) to more surfaces, allowing users without expertise in product or digital experience analytics to answer their questions simply by asking them. We are moving rapidly to leverage LLMs to reduce time to insight, make setup easier, and much more. As our next Senior Software Engineer (Applied AI), you will be focused on product development, with a side of early product iteration. For example, we expect engineers to participate in user interviews as we validate product hypotheses. This is an exciting opportunity to work in a "startup within the startup." We move quickly from idea to proof of concept to interview to product, ensuring that what we build provides actual value to our customers. As LLMs and the related technologies are growing and changing rapidly, we are enthusiastic about new ideas and libraries but discerning - what we build is foundational. We're a distributed team that operates across the US and Europe. We're open to hiring the right person anywhere within the US East Coast time zone or Europe. What we're looking for Desire to work in a fast paced development environment where the customer is in the loop. We prefer to fail fast and start over than to learn too late that we've built the wrong thing. Strong motivation to build an AI feature. Extensive fullstack web application development experience (5+ years), preferably in a data related industry. Experience with TypeScript, with a variety of front end frameworks (React, Vue, Node ). Nice to have Strong opinions, weakly held about how to evaluate the performance of an LLM based application. Experience bringing an application built on top of LLMs from inception to market. Ability to iterate/prototype rapidly to answer data related using LLMs (and other ML when appropriate). Awareness of what LLMs are good at, what they're not good at, and how to navigate this. Familiarity with various LLM providers and their relative tradeoffs. Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we're aligned with the employees' needs. Here are a few we want to highlight: Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year Work flexibility: hybrid and remote work policies Generous paid time off policy (every location is different) Lifestyle allowance A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work Every full time employee receives stock options, allowing them to share in the company's success We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts And more benefits tailored to each country Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal. Your personal data will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws. Contentsquare may use AI assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
Overview Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We're here to stay-and we're looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler-for our customers, their customers, and each other. Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog. We're hiring a Staff Design Engineer to sit at the centre of design, product, and engineering-and change how we build. This is a hands-on role for someone who can move fluidly from idea prototype production-ready patterns live experiments on our site. You'll help teams work faster, with higher quality, by reducing friction across the whole journey: early discovery, concepting, prototyping, design-to-engineering handover, and shipping experiments. Who you are You're a builder, a systems thinker, and a connector. You're a design engineer in the truest sense: strong product craft and strong engineering instincts. You love getting ideas out of decks and into reality-quickly and cleanly. You can prototype in whatever medium is fastest: Figma, code, AI tooling, lightweight front-end builds, etc. You see handoffs and repeated one-off solutions as a smell-and you naturally turn patterns into reusable systems. You're comfortable influencing without authority: you bring people with you through clarity, momentum, and proof. You're excited by AI as a practical accelerator (not a gimmick): you care about quality, governance, and repeatable workflows. You can explain complex things simply and you enjoy teaching, writing, and sharing what you learn. What you'll do Transform how we work end-to-end from ideation to live experiments You'll help us tighten the loop between identifying opportunities, prototyping solutions, and pushing experiments live. That means making it easier to go from early design thinking to real, measurable outcomes on our site-without losing quality. Support product to prototype and express ideas You'll partner with product teams to bring ideas to life quickly: interactive prototypes, lightweight implementations, experiment-ready concepts, and clear demonstrations of "what good looks like." Speed up design-to-engineering handover You'll work with engineering to reduce ambiguity and friction at the boundary: clearer specs, shared patterns, better tokens/components, improved workflows, and prototypes that de-risk technical decisions early. Increase speed and quality through systems and tooling You'll identify where teams are building one-offs and convert them into reusable components, patterns, and workflow improvements-so we ship faster and with greater consistency. Build and embed AI-enabled workflows You'll help integrate AI into design and development workflows in a way that's safe, high-quality, and aligned to our design system. You'll test tools, define guidelines, and build in-house workflows that genuinely accelerate delivery. Lead through making When something stalls, you'll step in and make the hard parts real-prototypes, reference implementations, design system extensions, tooling-creating momentum through evidence and craft. Be a thought leader internally and externally Internally, you'll set standards and bring teams along with practical playbooks, examples, and measurable impact. Externally, you'll help shape our narrative-through talks, writing, open sharing (where appropriate), and strong viewpoints on modern design/engineering practice. Understanding the role of content and data in the experience We aren't just building UI patterns, we also need to consider how content shows up and improves the experience, and how to present and visualise data, and connect with data to help us understand how querying and shaping data impacts the interact and the experience How you'll work 70/30 split: design to engineering You'll use code as a tool to accelerate teams, not to ship a backlog You'll collaborate across design, product, and engineering, often acting as the connective tissue What success looks like Teams can move from concept to live experiment significantly faster Design-to-engineering handover is smoother, clearer, and more consistent We reduce one-off solutions and increase reuse through the design system and shared patterns AI tooling meaningfully improves speed without compromising quality, accessibility, or consistency People across the org adopt new workflows because they work in practice-and you helped make that true Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we're aligned with the employees' needs. Here are a few we want to highlight: Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year Work flexibility: hybrid and remote work policies Generous paid time-off policy (every location is different) Lifestyle allowance A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work Every full-time employee receives stock options, allowing them to share in the company's success We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts And more benefits tailored to each country Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here. Your personal data will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws. Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
Feb 10, 2026
Full time
Overview Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We're here to stay-and we're looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler-for our customers, their customers, and each other. Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog. We're hiring a Staff Design Engineer to sit at the centre of design, product, and engineering-and change how we build. This is a hands-on role for someone who can move fluidly from idea prototype production-ready patterns live experiments on our site. You'll help teams work faster, with higher quality, by reducing friction across the whole journey: early discovery, concepting, prototyping, design-to-engineering handover, and shipping experiments. Who you are You're a builder, a systems thinker, and a connector. You're a design engineer in the truest sense: strong product craft and strong engineering instincts. You love getting ideas out of decks and into reality-quickly and cleanly. You can prototype in whatever medium is fastest: Figma, code, AI tooling, lightweight front-end builds, etc. You see handoffs and repeated one-off solutions as a smell-and you naturally turn patterns into reusable systems. You're comfortable influencing without authority: you bring people with you through clarity, momentum, and proof. You're excited by AI as a practical accelerator (not a gimmick): you care about quality, governance, and repeatable workflows. You can explain complex things simply and you enjoy teaching, writing, and sharing what you learn. What you'll do Transform how we work end-to-end from ideation to live experiments You'll help us tighten the loop between identifying opportunities, prototyping solutions, and pushing experiments live. That means making it easier to go from early design thinking to real, measurable outcomes on our site-without losing quality. Support product to prototype and express ideas You'll partner with product teams to bring ideas to life quickly: interactive prototypes, lightweight implementations, experiment-ready concepts, and clear demonstrations of "what good looks like." Speed up design-to-engineering handover You'll work with engineering to reduce ambiguity and friction at the boundary: clearer specs, shared patterns, better tokens/components, improved workflows, and prototypes that de-risk technical decisions early. Increase speed and quality through systems and tooling You'll identify where teams are building one-offs and convert them into reusable components, patterns, and workflow improvements-so we ship faster and with greater consistency. Build and embed AI-enabled workflows You'll help integrate AI into design and development workflows in a way that's safe, high-quality, and aligned to our design system. You'll test tools, define guidelines, and build in-house workflows that genuinely accelerate delivery. Lead through making When something stalls, you'll step in and make the hard parts real-prototypes, reference implementations, design system extensions, tooling-creating momentum through evidence and craft. Be a thought leader internally and externally Internally, you'll set standards and bring teams along with practical playbooks, examples, and measurable impact. Externally, you'll help shape our narrative-through talks, writing, open sharing (where appropriate), and strong viewpoints on modern design/engineering practice. Understanding the role of content and data in the experience We aren't just building UI patterns, we also need to consider how content shows up and improves the experience, and how to present and visualise data, and connect with data to help us understand how querying and shaping data impacts the interact and the experience How you'll work 70/30 split: design to engineering You'll use code as a tool to accelerate teams, not to ship a backlog You'll collaborate across design, product, and engineering, often acting as the connective tissue What success looks like Teams can move from concept to live experiment significantly faster Design-to-engineering handover is smoother, clearer, and more consistent We reduce one-off solutions and increase reuse through the design system and shared patterns AI tooling meaningfully improves speed without compromising quality, accessibility, or consistency People across the org adopt new workflows because they work in practice-and you helped make that true Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we're aligned with the employees' needs. Here are a few we want to highlight: Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year Work flexibility: hybrid and remote work policies Generous paid time-off policy (every location is different) Lifestyle allowance A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work Every full-time employee receives stock options, allowing them to share in the company's success We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts And more benefits tailored to each country Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here. Your personal data will be securely stored in our hosting provider's data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws. Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.
A leading experience analytics company is hiring a Staff Design Engineer in London. The role involves transforming work processes, supporting product teams with prototypes, enhancing design-to-engineering handover, and integrating AI into workflows. The ideal candidate should excel at rapid prototyping, collaboration, and system thinking, contributing to raising the standard of design engineering. Join us to help innovate a seamless digital experience for users worldwide.
Feb 10, 2026
Full time
A leading experience analytics company is hiring a Staff Design Engineer in London. The role involves transforming work processes, supporting product teams with prototypes, enhancing design-to-engineering handover, and integrating AI into workflows. The ideal candidate should excel at rapid prototyping, collaboration, and system thinking, contributing to raising the standard of design engineering. Join us to help innovate a seamless digital experience for users worldwide.
About You As a CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable customers that realize full value from the platform and partnership. You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor. Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests. In this job, you will bring these skills 2+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment Fluent in both English and German languages Strong experience with building and developing long-lasting executive-level relationships (including with CISO's and CIO's) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers) Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative Soft skills oriented towards developing and retaining a customer's trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response) Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals Previous experience with Internet and networking technologies and products, including email security products Well versed with using case management systems and CRM's (e.g., SFDC / JIRA) Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required Role Responsibilities + Deliverables Value Realization: Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention. Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion. Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth. Product Knowledge: Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score. Educate customers on the most relevant features and functionality related to their specific requirements. Relationship Building: Understand your customer's industry trends, business challenges with email security, and current and potential use cases for Abnormal. With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives. Develop and nurture Abnormal Security champions within your customer's organization who advocate for the platform based on their positive experience. Account Success Planning: Engage customers' senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals. Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics). Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options. Cross Functional Collaboration: Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage. Triage and Risk Mitigation: Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer's advanced reporting needs based on repeated case escalations. Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met. Abnormal 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 mention that applicants can click here. If you would like more information on your EEO rights under the law, please mention here.
Feb 05, 2026
Full time
About You As a CSM, you are passionate about and have a world-class track record of creating and sustaining happy, referenceable customers that realize full value from the platform and partnership. You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor. Acting as the primary interface between the customer and the internal teams at Abnormal, you are adept at: ensuring clear, measurable success criteria is established and attained, driving adoption of platform best practices to optimize ROI, educating on new/upcoming features (which may qualify cross/upsell opportunities), anticipating and proactively de-escalating issues with scalable solutions, and maintaining a feedback loop for key product enhancements / improvement requests. In this job, you will bring these skills 2+ years experience in a CSM capacity, with 5+ yrs. experience in an enterprise SaaS product support environment Fluent in both English and German languages Strong experience with building and developing long-lasting executive-level relationships (including with CISO's and CIO's) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers) Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative Soft skills oriented towards developing and retaining a customer's trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response) Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals Previous experience with Internet and networking technologies and products, including email security products Well versed with using case management systems and CRM's (e.g., SFDC / JIRA) Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering or non-graduates with good communication skills, strong technical knowledge or similar work experience required Role Responsibilities + Deliverables Value Realization: Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention. Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion. Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth. Product Knowledge: Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score. Educate customers on the most relevant features and functionality related to their specific requirements. Relationship Building: Understand your customer's industry trends, business challenges with email security, and current and potential use cases for Abnormal. With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives. Develop and nurture Abnormal Security champions within your customer's organization who advocate for the platform based on their positive experience. Account Success Planning: Engage customers' senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals. Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal Security addresses their immediate and future needs (with success metrics). Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options. Cross Functional Collaboration: Partner with Abnormal Security Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage. Triage and Risk Mitigation: Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer's advanced reporting needs based on repeated case escalations. Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met. Abnormal 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 mention that applicants can click here. If you would like more information on your EEO rights under the law, please mention here.
A leading tech firm is looking for a Customer Success Manager in the United Kingdom. The ideal candidate should have over 2 years of experience in customer success management, fluent in English and German, and capable of building relationships with C-level executives. Responsibilities include educating customers about product features, delivering business reviews focusing on ROI, and developing strategies for customer retention and satisfaction. This role is pivotal in maximizing customer value and driving platform adoption.
Feb 04, 2026
Full time
A leading tech firm is looking for a Customer Success Manager in the United Kingdom. The ideal candidate should have over 2 years of experience in customer success management, fluent in English and German, and capable of building relationships with C-level executives. Responsibilities include educating customers about product features, delivering business reviews focusing on ROI, and developing strategies for customer retention and satisfaction. This role is pivotal in maximizing customer value and driving platform adoption.