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Salary: USD 255,040 - 300,000 / annual
Abnormal AI seeks an experienced Senior Director of Customer Success to lead the Enterprise Customer Success organization across the Americas. This role oversees a multi-level team of regional Directors and Managers who manage Customer Success Managers, driving retention, adoption, and expansion across large global customers.
Key responsibilities include leading and developing the Enterprise CS team across AMER; establishing and executing CS strategy aligned with company goals; driving customer retention, satisfaction, and expansion across a complex enterprise base; partnering cross-functionally with Sales, Renewals, Support, and Product to ensure seamless customer experiences; building and maintaining executive relationships with strategic customers; implementing scalable success planning and value realization frameworks; using data-driven insights to improve customer health and forecast retention risk; coaching and mentoring CS leaders to build high-performing teams; representing the customer voice to influence product direction and go-to-market priorities; and traveling up to 25% to meet with key customers and internal teams.
Required qualifications: 10+ years in Customer Success, Account Management, or Post-Sales leadership in B2B SaaS; 5+ years leading large or multi-level teams; proven success managing Enterprise or Global customers, ideally in cybersecurity, email security, or infrastructure SaaS; strong business acumen and ability to partner with senior executives at Fortune 500 organizations; demonstrated ability to scale teams and processes in high-growth environments; experience driving retention and expansion strategies through data, systems, and cross-functional collaboration; exceptional communication, executive presence, and relationship management skills; strategic thinking with comfort in ambiguity; understanding of renewals and expansion motions; and experience building AI-driven processes for post-sales functions.
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 global or multi-regional teams in high-velocity SaaS companies.
