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Salary: USD 210,800 - 248,000 / annual
Abnormal AI is seeking a Director of Customer Success to lead the Mid Market Customer Success organization. This leadership role oversees people managers who lead teams of Mid Market and Digital Customer Success Managers, with accountability for driving retention, adoption, and expansion across the Mid Market and tech-touch customer base.
As a member of the Customer Success leadership team, you will set strategy and vision for engaging and retaining Mid Market customers across both high-touch and digital motions. You'll build a segmented approach that scales efficiently while delivering measurable value. Key responsibilities include leading and developing the Mid Market CS organization and coaching first-line managers to build high-performing teams; owning strategy and vision for Mid Market CS across segmented high-touch coverage and Digital/tech-touch programs; owning renewal and expansion outcomes for Mid Market and Digital segments while partnering with the Renewals organization; establishing and evolving segmentation strategy to determine which accounts receive high-touch CSM coverage versus Digital/automated engagement; partnering cross-functionally with Sales, Renewals, Support, and Product to ensure seamless customer experience; maintaining strong knowledge of Abnormal's AI-driven email security platform to guide managers and CSMs on product positioning and value realization; serving as escalation point for significant customer issues; using data and reporting to monitor customer health and guide proactive engagement; building and scaling success planning frameworks and playbooks appropriate to Mid Market and Digital customers; representing the voice of Mid Market and Digital customers internally to influence product roadmap and go-to-market priorities; and traveling based on customer and business needs (estimated 10–20%).
You will report to the VP of Customer Success and work in a fast-paced, high-growth security company environment.
REQUIREMENTS:
- 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including experience managing people managers
- Proven success leading Mid Market or tech-touch/digital customer success motions, ideally in cybersecurity, email security, or infrastructure SaaS
- Demonstrated ability to run a quota-carrying organization with ownership of renewal and expansion targets across a segment
- Experience building or scaling a segmented CS model
- Excellent communication and interpersonal skills, adept at engaging stakeholders at all levels internally and externally; multiple languages a plus
- Strong leadership and team-building skills with a track record of developing managers, not only individual contributors
- Comfort operating in a fast-paced, high-growth technology environment with a bias toward ownership and action
NICE TO HAVE:
- Experience in email security, cybersecurity, or enterprise infrastructure software
- Familiarity with API-based SaaS solutions and cloud-native architectures
- Prior experience leading globally distributed or multi-regional CS teams
- Experience standing up or scaling a Digital/tech-touch CS motion from an earlier stage
