Abnormal AI is looking for an experienced Senior Director of Customer Success to lead our Enterprise Customer Success organization across the Americas (AMER). This leader will oversee a high-performing team of regional Directors and Managers who lead teams of Customer Success Managers, responsible for driving retention, adoption, and expansion across some of our largest global customers.
As a key member of the Customer Success leadership team, you’ll shape the strategy for how we engage and retain enterprise customers, strengthen executive relationships, and scale customer outcomes in partnership with Product, Engineering, and Sales. The ideal candidate brings deep experience in SaaS account management, a proven ability to build and inspire teams, and a passion for helping customers realize measurable value from enterprise-grade security technology. The role will report directly to the global VP of CS.
What you will do- Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership (Directors and Managers).
- Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base.
- Establish and execute the Enterprise Customer Success strategy, ensuring alignment with company goals and operational excellence. This includes further refining our segmented motions within Enterprise, including for government and Strategics/Majors customers.
- Partner cross-functionally with Sales, Renewals, Support, and Product to ensure seamless customer experiences and maximize lifetime value.
- Build and maintain executive relationships with strategic customers to understand business objectives and guide long-term success. Take an active, customer-facing role in escalations and customer issue resolution where needed.
- Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
- Use data-driven insights to improve customer health, forecast retention risk, and guide proactive engagement.
- Coach and mentor CS leaders to build high-performing teams that deliver measurable impact and operate with accountability.
- Represent the customer voice across the organization, influencing product direction and go-to-market priorities.
- Travel up to 25% to meet with key customers and internal teams.
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment; 5+ years leading large or multi-level teams.
- Proven success managing Enterprise or Global customers, ideally in the cybersecurity, email security, or infrastructure SaaS space.
- Strong business acumen and ability to partner with senior executives at Fortune 500 organizations.
- Demonstrated ability to scale teams and processes in a high-growth environment.
- Experience driving retention and expansion strategies through data, systems, and strong cross-functional collaboration.
- Exceptional communication, executive presence, and relationship management skills.
- Strategic thinker who thrives in ambiguity and acts with ownership and urgency.
- Understanding of renewals and expansion motions in partnership with Renewal Management / Sales.
- Experience building and operationalizing impactful AI-driven processes for post sales functions
- Experience in email security, cybersecurity, or enterprise infrastructure software.
- Familiarity with API-based SaaS solutions and cloud-native architectures.
- Prior experience leading global or multi-regional teams in a high-velocity SaaS company.
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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
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment
- 5+ years leading large or multi-level teams
- Experience managing Enterprise or Global customers
- Strong business acumen and ability to partner with senior executives at Fortune 500 organizations
- Experience scaling teams and processes in a high-growth environment
- Experience driving retention and expansion strategies through data, systems, and cross-functional collaboration
- Exceptional communication, executive presence, and relationship management skills
- Strategic thinking, ownership, urgency, and ability to thrive in ambiguity
- Understanding of renewals and expansion motions in partnership with Renewal Management and Sales
- Experience building and operationalizing AI-driven processes for post-sales functions
- Experience in cybersecurity, email security, or enterprise infrastructure software
- Familiarity with API-based SaaS solutions and cloud-native architectures
- Experience leading global or multi-regional teams in a high-velocity SaaS company
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.
