Abnormal: Director, Mid Market Customer Success

About the role

Headquarters: Remote - USA About the Role Abnormal AI is looking for a Director of Customer Success to lead our Mid Market Customer Success organization. This leader will oversee people managers leading teams of Mid Market and Digital Customer Success Managers, responsible for driving retention, adoption, and expansion across our Mid Market and tech-touch customer base. As a member of the Customer Success leadership team, you'll set the strategy and vision for how we engage and retain Mid Market customers across both high-touch and digital motions, building a segmented approach that scales eff

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 the cybersecurity, email security, or infrastructure SaaS space.
• 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 given the global nature of the segment.
• 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.
• Experience in email security, cybersecurity, or enterprise infrastructure software.