Director, Mid Market Customer Success

Abnormal AI
United States
Workplace: RemoteFull timeUSD 210,800 - 248,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Leadership","Team-building","Communication","Stakeholder management","Data-driven decision making"]

Lead the Mid Market Customer Success organization, managing people managers and teams that drive retention, adoption, and expansion across high-touch and digital (tech-touch) motions. Own segmented CS strategy and outcomes, partner with Renewals, Product, Engineering, Sales, and Support for a seamless customer journey, and build scalable playbooks, success planning frameworks, and proactive engagement using customer health data.

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FursaFursa
Abnormal AI
Abnormal AI
1 day ago

Director, Mid Market Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead the Mid Market Customer Success organization, managing people managers and teams that drive retention, adoption, and expansion across high-touch and digital (tech-touch) motions. Own segmented CS strategy and outcomes, partner with Renewals, Product, Engineering, Sales, and Support for a seamless customer journey, and build scalable playbooks, success planning frameworks, and proactive engagement using customer health data.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop the Mid Market Customer Success organization, including people managers of Mid Market and Digital CSMs.
  • •Own the Mid Market CS strategy across high-touch and Digital/tech-touch motions, ensuring the motions complement each other.
  • •Own renewal and expansion outcomes for Mid Market and Digital segments in partnership with Renewals, holding managers and CSMs accountable.
  • •Establish and evolve segmentation strategy and build success planning frameworks, playbooks, and programs distinct from Enterprise motions.
  • •Serve as an escalation point for significant customer issues and use customer health data to guide proactive engagement and risk mitigation.
Travel: Low travel

Pay and Benefits

Salary: USD 210,800 - 248,000 annually
Equity and Bonus:Equity

Key Requirements

  • •6+ years of experience in Customer Success, Account Management, or Post-Sales leadership in a B2B SaaS environment, including experience managing people managers.
  • •Proven success leading Mid Market or tech-touch/digital customer success motions in cybersecurity, email security, or infrastructure SaaS.
  • •Ability to run a quota-carrying organization with ownership of renewal and expansion targets across a segment.
  • •Experience building or scaling a segmented customer success model.
  • •Strong leadership and team-building skills with a track record of developing managers.
Experience:6+ yearsB2B SaaSCustomer successPost-salesCybersecurityEmail securityInfrastructure SaaS
Skills:LeadershipTeam-buildingCommunicationStakeholder managementData-driven decision making
Tech Stack:API-based SaaSCloud-native architecturesEmail security platform

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