211K–248K USD / year
Director, Mid Market Customer Success
Customer successWorkplace — unknown
Published on 2026-09-17
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About this role
Abnormal AI seeks a Director of Customer Success to lead the Mid Market segment, focusing on retention and expansion. The role involves developing a strategy for both high-touch and digital customer engagements, coaching managers, and collaborating with various departments to enhance customer experiences.
About the company
Abnormal Security uses AI to detect and stop email and collaboration attacks such as phishing and business email compromise. It protects enterprises against social engineering and account takeover.
What you'll do
- Lead and develop the Mid Market Customer Success organization.
- Own the strategy for Mid Market Customer Success.
- Manage renewal and expansion outcomes.
- Establish and evolve segmentation strategies.
- Partner cross-functionally for a seamless experience.
- Guide managers on product positioning and value realization.
- Monitor customer health using data.
- Build success planning frameworks.
What we're looking for
- 6+ years in Customer Success or Post-Sales leadership.
- Experience in managing people managers.
- Success with Mid Market digital customer success.
- Ability to run a quota-carrying organization.
- Experience building segmented CS models.
- Strong communication and interpersonal skills.
- Leadership skills in developing managers.
- Comfort in fast-paced tech environments.
Nice to have
- Experience in email security or cybersecurity.
- Familiarity with API-based SaaS solutions.
- Experience leading globally distributed teams.
- Experience scaling a Digital/tech-touch CS motion.