Since joining Abnormal in 2023, Azalea has grown alongside a Customer Success team that’s doubled in size. She’s navigated high-impact projects, earned a promotion, and created a space for peer connection that’s become a beloved team tradition. We spoke with her about the challenges and rewards of her role, what it really means to advocate for customers, and how she’s grown her career at Abnormal.

Tell us your name, your role, and how long you’ve been with Abnormal.
I’m Azalea Jain, and I was recently promoted to Senior Customer Success Manager. I’ve been with Abnormal since June 2023 - coming up on two years! The company looks very different from when I started, in the best way.

It’s been exciting to be part of what I’d call the “velocity” here. We’ve really grown the CS function from a small team when I joined, to over 30 CSMs today. That growth isn’t only more people, it’s also leadership’s investment. You can feel that leadership wants to build something sustainable and scalable. It shows in the resources we now have, the way we’re structured, and the level of support across the org.

What does a Customer Success Manager do at Abnormal?
At a high level, we’re the face of Abnormal for our customers. But we’re also their internal advocates. We sit at the intersection of our customers and our internal teams. We listen to feedback and translate customer needs into real, strategic outcomes, making sure we deliver on what they need and expect. That includes coordinating with cross-functional partners, solving problems, and continually reinforcing why Abnormal was the right choice.

We may be post-sales, but we’re constantly reselling the value of the platform. That’s such a critical part of what we do: helping customers feel like they made the right decision and are continuing to make the right decision.

What does a typical day look like for you?
It depends on the day. Some mornings I work out, others I make breakfast and lunch for my boyfriend before he heads to the office. I take our dog for a walk or to the park, and by the time I sit down at my desk, I’m ready to go. I might have a perfect plan for the day, but in this role, things pop up. Fire drills happen. So flexibility is key. I’m usually in back-to-back customer calls and business reviews, and every follow-up might involve multiple internal teams. At the end of the day, I love to cook and unwind with an episode of Survivor. It’s a perfect reset.

What’s a common misconception about the CSM role?
People sometimes hear “point of contact” and assume we’re just a middleman. What we actually do is far more involved. We’re problem solvers, project managers, and storytellers.

A big part of our job is coordinating across internal teams. Pulling the right levers to deliver a single, cohesive solution to the customer, and then framing that solution in a way that’s compelling and clear. We’re helping the customer succeed while making sure their voice is heard across our company.

What kinds of customers do you work with?
I’ve had the opportunity to work with the full spectrum, from mom-and-pop shops with just a few mailboxes to Fortune 500 enterprises. Each customer is different. Some have small, less mature security teams and need more hands-on support. Others have advanced teams and want to push the envelope with how Abnormal fits into their broader tech stack.

The beauty of our product is that it’s adaptable, and as a CSM, I get to tailor my approach to where each customer is in their journey. It keeps things interesting!

Can you share a recent customer success story?
One of my customers made a major acquisition that increased their org size by almost 50%. That raised questions about whether their spend with Abnormal, and their legacy SEG, needed to increase as well.

I guided them through a shift off the SEG by showing how we could lead that project, provide hands-on support at no extra cost, and give them a detailed plan to secure internal approvals. That effort helped them save money and reduce risk, but it also deepened their trust in us. It showed we’re not just a vendor, we’re a partner looking out for their best interests.

How are you and the team using AI in your daily work?
When I first joined, knowledge-sharing was pretty manual. If I had a question or needed a slide deck, I’d ping people on Slack and hope someone could help. That’s changed a lot.

Now, our competitive team has built GPTs that we all use. For example, if I’m preparing for a renewal conversation and the customer is evaluating a competitor, I can instantly source the right intel from that GPT instead of hunting it down. It’s made us faster, smarter, and more consistent. We don’t rest on the same approach to solve every challenge, we're continuously iterating and improving.

Abnormal is fully remote. How do you stay connected with your team?
I work out of Salt Lake City and go into a local WeWork about once a week with a few other Abnormal folks. We’re fortunate that Abnormal gives all employees WeWork access and that’s been a great way to get some in-person collaboration.

But honestly, one of the best things I’ve done is start a peer-only group chat for the CSM team. I named it “Error 404: Manager Not Found” as a joke, but it’s become this safe space where we ask questions, share ideas, and support each other. New hires love it. And our managers actually encouraged it once they found out. It’s made a huge difference in building camaraderie, especially in a remote setting.

What surprised you about Abnormal when you joined?
The transparency from leadership blew me away. Every month we have an all-hands town hall, and Evan [Reiser, CEO] and Sanjay [Jeyakumar, CTO] speak directly to us about what’s top of mind.

I’ve worked at other companies where you get one big update per year - maybe quarterly if you’re lucky. But here, leadership carves out time every month to connect with us and answer questions live. When I joined, I was amazed that even as a new hire, I had a 45-minute group session with Evan. It’s not performative. He shows up in joggers and sneakers and genuinely wants to know who’s joining his company.

How would you describe the culture at Abnormal?
Our values aren’t for show. You see them in action, whether it’s through peer shoutouts in Bonusly or the way we hold each other accountable. We revisit those values regularly, especially during our monthly town halls.

One area I think we could continue to improve is more in-person connection across functions. In Customer Success, we have a budget for things like summits and customer travel, and that’s great. But I’d love to see something like a company-wide kickoff someday. I think it would be incredible to bring everyone together under one roof.

Tell us about your career journey at Abnormal.
I actually joined Abnormal because of a customer. I was a CSM at a different company, and they were evaluating Abnormal. When I left that role, they told their AE here, “We just lost our favorite CSM, any chance you’re hiring?” That AE had a quick call with me and submitted a referral, even though we’d never met before.

The interview process was tough. We have a high bar here, and I love that. We can trust that everyone we work with is top-tier. I was fortunate to get the role, and now that same company is still my customer. I’ve basically been their CSM for over five years across two companies.

Since then, I’ve moved from handling smaller accounts to managing enterprise clients. I’ve attended Black Hat, joined interview panels, and started contributing more internally. That’s what I love: I’m growing not just in scope, but in how I can make an impact.

What advice would you give someone hoping to join Abnormal?
Bring your whole self. Everyone here is all-in. At work, at home, in their hobbies. The company gives us flexibility and trust, and we’re expected to own that. We’re not expected to be butts in seats from 8 to 6 every day. We have unlimited PTO, strong work-life balance, and a lot of autonomy. That comes with the expectation that you’ll hold up your end of the bargain. The work has to get done, and get done well.

That means being resourceful in a remote environment. We don’t have the luxury of learning by overhearing things in an office. You have to seek out answers, use the resources, and ask questions. The people who thrive here are self-sufficient, curious, and committed.

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Azalea’s story captures what growth can look like at Abnormal AI: dynamic, demanding, and deeply rewarding. If you’re looking for a role that blends technical problem-solving with relationship-building, explore open roles in Customer Success at Abnormal AI.