Meet Skyler Wickland, Manager, Customer Success
When Skyler Wickland talks about his work, one thing becomes clear immediately: he genuinely loves what he does. As a Manager for Customer Success at Abnormal, he's built genuine friendships across the company and found a mission that feels personal.
May 1, 2025
The Day-One Customer Champion
Skyler's work centers on one core principle: making sure customers get real value from Abnormal's platform. "I support customers in Canada from day one," he explains. "I'm focused on making sure they see the value out of our partnership as well as our product."
His approach goes beyond typical customer success metrics. While Zoom calls are standard, Skyler prefers meeting customers face-to-face whenever possible. "There's something about those in-person conversations that builds stronger relationships," he says.
The Mission That Actually Matters
For Skyler, this goes beyond retention numbers or quarterly reviews. The work is about protection. "Our product just works, and the problem we're helping solve is meaningful. We're really helping stop those bad attacks and fight cybercrime."
That mission became real during a challenging situation with a customer whose new CISO was considering replacing Abnormal with another tool. "We worked closely as a team to present how our solution works and the value it brings. The focus was keeping them secure, not keeping the contract."
Growing Fast in a Company That Moves Faster
Skyler's career progression tells the story of Abnormal's culture in action. He started as a Customer Success Manager, advanced to Senior CSM, and now leads a team. What's driven that growth? A company that rewards ownership and impact over tenure.
"I love how fast we move as a company. It keeps my job interesting and challenging. If you see a chance to make an impact, you can go for it. Growth happens when you step up, not based on tenure."
Today, his role extends beyond individual customer relationships. "I work with customers while also growing and mentoring our high-performing customer success managers."
AI That Makes Work Better
As part of an AI-native company, Skyler uses AI throughout his day to work more efficiently. "I'm using AI when I'm on customer calls—it helps summarize notes for me, making sure I'm not missing any key initiatives. I even use AI to help generate emails, making sure I'm on top of everything."
But the technology supports rather than replaces the human element. "Understanding what products we're launching next to help solve problems for our customers—that's where the real value comes from."
The People Who Make It Worth It
Ask Skyler what keeps him at Abnormal, and his answer is immediate: the people. When he first joined, a recruiter told him about the quality of people at Abnormal. "For me, it's still the people, and that's actually what surprised me."
"I didn't expect to work with the level of people we do. People who genuinely care not only about our mission and customers, but about our team members. I have made genuine friendships across product, marketing, customer success, and every other organization."
Building Tomorrow's Customer Success Team
For anyone joining his team, Skyler has straightforward advice: "Be your authentic self, and don't be afraid to share your ideas and thoughts. We're hiring everyone at Abnormal to be a piece of this puzzle. We want people that are different, individuals who bring their experience to our team."
That philosophy reflects Abnormal's broader approach to growth and innovation. "Everyone has different levels of experience. We all experience different things throughout our career. Let's see how we can incorporate that here at Abnormal."
