Meet Azalea Jain, Senior Customer Success Manager
Three years ago, Azalea Jain traded Florida's beaches for Utah's mountains, bought a truck and a dirt bike, and embraced four seasons for the first time. It was a big change, but nothing compared to the growth she'd experience after joining Abnormal AI in 2023.
May 3, 2025
The Company That Doubled While She Watched
When Azalea started, Abnormal's Customer Success team had about 15 people. Today? Over 30. "We still use the rocket ship emoji," she laughs, "and it still feels accurate."
But growth for growth's sake wasn't what impressed her. It was how leadership invested in making that growth sustainable. "They didn't hire more people. They built the infrastructure to support us. You can feel that they want us to last in these roles for years, not burn out in months."
What a CSM Actually Does (It's Not What You Think)
"People hear 'point of contact' and think middleman," Azalea explains. "What we actually do is way more complex."
She's part problem-solver, part project manager, part storyteller. When a customer needs something, she's coordinating across multiple internal teams to deliver a solution, then framing that solution in a way that reinforces why they chose Abnormal in the first place.
"We're constantly reselling the value. Even though we're post-sales, every interaction is an opportunity to remind them they made the right choice."
The Customer Who Brought Her Along
Azalea's path to Abnormal started with a customer relationship. She was managing a client at her previous company who happened to be evaluating Abnormal's platform. When she left that role, the customer told their Abnormal AE: "We lost our favorite CSM. Any chance you're hiring?"
That AE had a quick call with Azalea and submitted a referral, despite never having met her. "The interview process was tough," she admits. "We have a really high bar here, and I love that. When I need backup from a colleague, I know they're going to be excellent."
The best part? That same customer is still hers today. "I've basically been their CSM for over five years across two companies."
From Manual to AI-Powered
When Azalea first started, getting answers meant pinging random people on Slack: "Hey, have you seen this before? Can you share a slide deck?"
Now, our competitive team has built GPTs that the entire CS team uses. "If a customer is evaluating a competitor during renewal, I can instantly pull comprehensive intel instead of hunting down scattered information," she explains. "We're continuously improving based on everything we've learned."
Error 404: Manager Not Found
One of Azalea's proudest contributions isn't in her job description. She started a peer-only group chat for individual contributors on the CS team, naming it "Error 404: Manager Not Found."
"It's become this safe space where we ask questions we might feel silly asking in front of managers," she says. "New hires love it because they immediately see we're a real team."
When leadership discovered the chat, their reaction surprised her: "They were like, 'Great! You guys need that.' They actually encouraged it."
What Leadership Looks Like in Joggers
What surprised Azalea most about Abnormal? The accessibility of leadership. Every month, CEO Evan Reiser and CTO Sanjay Jeyakumar host company-wide town halls, taking questions directly from employees.
"At other companies, you get one big update per year, maybe quarterly," she says. "Here, leadership takes an hour every month to connect with us live."
When Evan shows up to Abnormal University sessions in Las Vegas, "he's in joggers and sneakers. It's not performative. He genuinely wants to know who's joining his company."
For People Who Go All-In
Azalea's advice for prospective Abnormal employees? "Bring your whole self. Everyone here is all-in at work, at home, in their hobbies."
Abnormal provides flexibility, unlimited PTO, and strong work-life balance. "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."
"We don't have the luxury of learning by overhearing office conversations. You have to seek out answers, use the resources, ask questions. The people who thrive here are self-sufficient, curious, and committed."
