About the Role
Abnormal.AI is seeking a Senior Manager, Customer Trust to lead and scale our Customer Trust function. Reporting to the Director of GRC, you will own the strategy and operations that enable our customers and prospects to understand and trust Abnormal's security, privacy, and compliance posture.
This is a player-coach leadership role. You'll lead a team of 4-5 Customer Trust professionals while personally engaging with strategic customers, driving questionnaire and RFP responses, and owning our Trust Center. The ideal candidate brings deep experience in customer-facing security assurance roles, thrives in fast-paced SaaS environments, and has the executive presence to represent Abnormal's security program to CISOs and security teams at the world's largest enterprises.
If you're energized by building trust at scale, leading high-performing teams, and being the voice of security to customers—this role is for you.
What You Will Do
Customer Trust Program Leadership
- Lead and develop a team of 4-5 Customer Trust professionals; establish team goals, operating cadence, and career development paths.
- Own the end-to-end Customer Trust program strategy, roadmap, and KPIs; report on program effectiveness to GRC Director, CISO, and executive leadership.
- Serve as the escalation point and subject matter expert for complex customer security, privacy, and compliance inquiries.
Customer & Prospect Engagement
- Own and drive all customer and prospect security questionnaires and RFP responses; ensure timely, accurate, and high-quality deliverables.
- Serve as the primary point of contact for customer security conversations—join calls, present Abnormal's control environment, and address customer concerns with confidence and credibility.
- Partner with Sales and Customer Success to support strategic deals and customer renewals requiring security assurance.
Trust Center & Content Ownership
- Own the Trust Center (SafeBase or equivalent)—manage configuration, content, access, and continuous improvement.
- Curate and maintain all customer-facing security documentation including pen-test reports, SOC 2 reports, ISO certifications, policies, and whitepapers.
- Analyze customer demand signals to proactively develop new content (whitepapers, FAQs, one-pagers) that anticipates customer needs and reduces inbound volume.
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