Director, Mid-Market CS — Scale High-Touch & Digital

Abnormal Security Corp.; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Abnormal Security Corp. is seeking a Director of Customer Success to lead the Mid Market Customer Success organization, overseeing people managers for Mid Market and Digital CSMs and driving retention, adoption, and expansion across segmented, high-touch and digital programs.

You will partner with Product, Engineering, Sales, and Renewals to ensure a seamless customer journey, owning renewal outcomes and guiding a scalable CS strategy in a high-growth security company.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including experience managing people managers.
• Proven 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.
• Experience leading Mid Market or tech-touch/digital CS motions, ideally in cybersecurity, email security, or infrastructure SaaS.
• Strong leadership and team-building skills, with a track record of developing managers, not only individual contributors.
• Excellent communication and interpersonal skills, adept at engaging stakeholders at all levels internally and externally; multilingual a plus.
• 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.

Responsibilities

• 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.
• Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering with Renewals on execution.
• Establish and evolve the segmentation strategy for Mid Market, determining accounts for high-touch vs Digital engagement.
• Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion.
• Maintain a strong working knowledge of Abnormal’s AI-driven email security platform to guide teams on product positioning and value realization.
• Serve as escalation point for significant customer issues and drive resolution with Product/Engineering.
• Build and scale success planning frameworks, playbooks, and programs for Mid Market and Digital customers.
• Travel 10–20% based on customer and business needs.

Skills

Customer Success Leadership

Mid Market Experience

Digital/Tech-touch CS

Renewals & Expansion

Cross-functional Collaboration

People Management

Multilingual Communication

Security Domain Knowledge

APIs & Cloud-Native

Job description

Abnormal Security Corp. is seeking a Director of Customer Success to lead the Mid Market Customer Success organization, overseeing people managers for Mid Market and Digital CSMs and driving retention, adoption, and expansion across segmented, high-touch and digital programs.

You will partner with Product, Engineering, Sales, and Renewals to ensure a seamless customer journey, owning renewal outcomes and guiding a scalable CS strategy in a high-growth security company.