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.
What you will do- Lead and develop the Mid Market Customer Success organization, including the people managers of Mid Market and Digital CSMs, coaching them to build and run high-performing teams.
- Own the strategy and vision for Mid Market Customer Success across both segmented, high-touch coverage and Digital/tech-touch programs, ensuring the two motions are complementary rather than siloed.
- Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering closely with the Renewals organization on execution while holding your own managers and CSMs accountable for adoption, health, and expansion pipeline that drives those outcomes.
- Establish and evolve the segmentation strategy for Mid Market, determining which accounts sit in high-touch CSM coverage versus Digital/automated engagement, and adjusting as the book of business grows.
- Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion across the segment.
- Maintain a strong working knowledge of Abnormal's AI-driven email security platform, enabling you to guide managers and CSMs on product positioning, use-case development, and value realization with customers.
- Serve as an escalation point for significant customer issues within Mid Market and Digital, engaging directly with customers when needed and partnering with Product/Engineering to drive resolution.
- Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies across both segments.
- Build and scale success planning frameworks, playbooks, and programs appropriate to Mid Market and Digital customers, distinct from Enterprise motions.
- Represent the voice of the Mid Market and Digital customer internally, influencing product roadmap and go-to-market priorities for the segment.
- Travel based on customer and business needs (est. 10–20%).
- 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.
- Familiarity with API-based SaaS solutions and cloud-native architectures.
- Prior experience leading globally distributed or multi-regional CS teams.
- Experience standing up or scaling a Digital/tech-touch CS motion from an earlier stage.
#LI-LM3
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Skills Required
- 6+ years of experience in Customer Success, Account Management, or post-sales leadership within a B2B SaaS environment
- Experience managing people managers
- Proven success leading Mid Market or tech-touch/digital Customer Success motions
- Experience in cybersecurity, email security, or infrastructure SaaS
- Experience running a quota-carrying organization with renewal and expansion ownership
- Experience building or scaling a segmented Customer Success model
- Excellent communication and interpersonal skills
- Multiple languages
- Strong leadership and team-building skills, including developing managers
- Ability to operate in a fast-paced, high-growth technology environment
- Experience in email security, cybersecurity, or enterprise infrastructure software
- Familiarity with API-based SaaS solutions and cloud-native architectures
- Experience leading globally distributed or multi-regional Customer Success teams
- Experience standing up or scaling a Digital or tech-touch Customer Success motion
Abnormal Security Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Abnormal Security and has not been reviewed or approved by Abnormal Security.
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Fair & Transparent Compensation — Pay is considered aggressively benchmarked to leading tech markets with annual reviews, and feedback suggests engineering and sales roles are compensated competitively with strong upside potential.
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Healthcare Strength — Health coverage is portrayed as robust, including employer-paid premiums for employees in prior postings, One Medical access, and globally designed healthcare and parental leave.
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Leave & Time Off Breadth — Time off provisions include flexible/unlimited PTO, company holidays, and paid parental leave that the company positions as globally available.
Abnormal Security Insights
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow. Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
