Abnormal ai

Overview

Abnormal AI is looking for a Director of Customer Success to lead our Mid Market Customer Success organization, overseeing people managers leading teams of Mid Market and Digital Customer Success Managers.

About Abnormal ai

Abnormal AI is a high-growth security company providing an AI-driven email security platform.

Requirements & Eligibility

• 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.
• 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.

Key Responsibilities

• Lead and develop the Mid Market Customer Success organization, including the people managers of Mid Market and Digital CSMs.
• Own the strategy and vision for Mid Market Customer Success across both segmented, high-touch coverage and Digital/tech-touch programs.
• Own the renewal and expansion outcomes for the Mid Market and Digital segments.
• Establish and evolve the segmentation strategy for Mid Market.
• Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience.
• Maintain a strong working knowledge of Abnormal's AI-driven email security platform.
• Serve as an escalation point for significant customer issues within Mid Market and Digital.
• Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies.