Director, Mid Market CS — Growth & Retention

Mosaec; Northern (KY); Remote; USD 211,000 - 248,000; Full time

Job summary

Abnormal AI is seeking a Director of Customer Success to lead the Mid Market and Digital CS teams, driving retention, adoption, and expansion. You will set strategy across high-touch and digital programs, coaching managers and CS leaders to build scalable, high-performing teams and ensure successful renewals and expansions.

Reporting to the VP of Customer Success, you will partner with Product, Engineering, Sales, and Renewals to optimize the customer journey and value realization for a

Qualifications

• 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment.

Responsibilities

• Lead and develop the Mid Market CS organization, including people managers of Mid Market and Digital CSMs.
• Own strategy for Mid Market CS across high-touch and Digital/tech-touch programs.
• Oversee renewal and expansion outcomes for Mid Market and Digital segments.
• Establish and evolve segmentation for Mid Market accounts and adjust as business grows.
• Partner with Sales, Renewals, Support, and Product to ensure a seamless customer journey.

Job description

Abnormal AI is seeking a Director of Customer Success to lead the Mid Market and Digital CS teams, driving retention, adoption, and expansion. You will set strategy across high-touch and digital programs, coaching managers and CS leaders to build scalable, high-performing teams and ensure successful renewals and expansions.

Reporting to the VP of Customer Success, you will partner with Product, Engineering, Sales, and Renewals to optimize the customer journey and value realization for a