Meet Sneha Sachdeva, Director of Customer Success
For Sneha Sachdeva, Director of Customer Success, leadership at Abnormal means something specific: growing alongside a team, a product, and a mission that evolves every day. It's about building systems that scale while never losing the human connection that makes customer success meaningful.
August 15, 2025
Partners, Not Support
Sneha leads a team of Customer Success Managers who function as true strategic partners to their customers. "We act as strategic partners, ensuring our customers see value, stay protected, and feel supported throughout their journey with Abnormal," she explains.
Partnership goes deeper than regular check-ins and quarterly reviews. "We're solving a mission-critical problem for our customers. Being able to partner with them, earn their trust, and deliver meaningful impact every day is deeply rewarding."
Building in the Age of AI
What makes Abnormal's approach to customer success different? Using AI isn't reserved just for our products - it's embedded into how every team at Abnormal operates.
"We use AI to proactively surface insights from customer data: adoption trends, potential risks, opportunities to add value. It helps us move from reactive to predictive to proactive. Instead of waiting for problems, we get ahead of them."
Internally, AI streamlines everything from call summaries to follow-up automation to new hire onboarding. "It allows us to spend less time on repetitive tasks and more time focusing on the customer experience."
The Challenge of Constant Change
Leading during hyper-growth means embracing ambiguity as a daily reality. "Things move fast. Priorities evolve. We're constantly adapting to new needs and scaling complexities," Sneha says.
She's learned to see these challenges as advantages. "They push us to be better, stay agile, and think big. That constant learning and evolution is what makes this role both exciting and fulfilling."
Customer Obsession in Action
Of all Abnormal's VOICE values, Customer Obsession resonates most deeply with Sneha. "It's core to everything we do in customer success, and honestly, it's what energizes me the most about my role."
She recalls a customer with nuanced security requirements. "Instead of pushing a standard solution, our team listened deeply and collaborated with product and engineering to build something that truly met their needs. That kind of commitment is what customer obsession looks like at Abnormal."
For Those Ready to Lead
Sneha's message to prospective team members reflects what she values most: authentic partnership and shared commitment to excellence.
"If you value meaningful work, strong partnerships, and working with people who bring both excellence and empathy to the table, you'll feel right at home here."
