Senior Director, Customer Success

Abnormal AI
United States
Workplace: RemoteFull timeUSD 255,040 - 300,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Communication","Executive presence","Relationship management","Strategic thinking","Cross-functional collaboration","Ownership"]

Lead Abnormal AI’s Enterprise Customer Success organization across AMER, managing Directors and Managers to drive retention, adoption, and expansion for major global accounts. Own enterprise CS strategy, refine segmented motions for government and Strategics/Majors, and strengthen executive relationships. Partner closely with Sales, Renewals, Support, and Product to maximize lifetime value, implement scalable success planning and value realization, and use data to forecast risk and guide proactive engagement. Travel up to 25%.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Abnormal AI
Abnormal AI
1 day ago

Senior Director, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead Abnormal AI’s Enterprise Customer Success organization across AMER, managing Directors and Managers to drive retention, adoption, and expansion for major global accounts. Own enterprise CS strategy, refine segmented motions for government and Strategics/Majors, and strengthen executive relationships. Partner closely with Sales, Renewals, Support, and Product to maximize lifetime value, implement scalable success planning and value realization, and use data to forecast risk and guide proactive engagement. Travel up to 25%.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead and develop the Enterprise Customer Success team across AMER, including Directors and Managers, to deliver measurable retention, adoption, and expansion outcomes.
  • •Establish and execute the Enterprise Customer Success strategy, refining segmented motions for Enterprise, including 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, actively lead escalations, and resolve customer issues when needed.
  • •Implement scalable success planning, executive business reviews, and value realization frameworks; use data insights to forecast retention risk and guide proactive engagement.
Travel: Medium travel

Pay and Benefits

Salary: USD 255,040 - 300,000 annually

Key Requirements

  • •10+ years of experience in Customer Success, Account Management, or post-sales leadership in a B2B SaaS environment, including 5+ years leading large or multi-level teams.
  • •Demonstrated success managing Enterprise or Global customers, ideally in cybersecurity, email security, or infrastructure SaaS.
  • •Proven ability to scale teams and processes in a high-growth environment while driving retention and expansion using data and systems.
  • •Strong business acumen and partnership experience with senior executives at Fortune 500 organizations, with exceptional executive communication and relationship management.
  • •Experience leading renewals/expansion motions in partnership with Renewal Management and Sales, including building and operationalizing AI-driven post-sales processes.
Experience:10+ yearsSaaSB2B SaaSCybersecurityEmail securityInfrastructure SaaS
Skills:CommunicationExecutive presenceRelationship managementStrategic thinkingCross-functional collaborationOwnership
Languages:English
Tech Stack:API-based SaaS solutionsCloud-native architecturesAI-driven processes

Company Brief

Abnormal AI
Provides AI-powered email security and human behavior analysis to detect phishing, business email compromise, and account takeover attacks. The platform helps organizations protect employees and communications across cloud email and collaboration tools.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn