Abnormal AI is a behavioral AI security platform that protects email, identity, and AI—and stops insider threats. Trusted by 5,000 organizations. Backed by Greylock, Insight and Menlo.
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.
What they're looking for
- 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
More about this 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 efficiently while still delivering measurable value. You'll partner closely with Product, Engineering, Sales, and the Renewals organization to ensure a seamless customer journey and strong renewal outcomes, and you'll coach a bench of first-line managers to build strong, accountable teams. The ideal candidate brings a track record of leading CS leaders (not just CSMs), fluency in both relationship-driven and program/tech-touch models, and a passion for scaling customer outcomes in a high-growth security company. This role reports to the VP of Customer Success.
- Lead and develop the Mid Market Customer Success organization, including...
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