Director, Mid Market CS — Scale & Retention

Resumonk; United States; Remote; USD 211,000 - 248,000; Full time

Benefits offered by this job

Bonus potential

Equity

Benefits package

Job summary

Abnormal AI is seeking a Director of Customer Success to lead our Mid Market and Digital CS teams, driving retention, adoption, and expansion across a growing security-focused customer base. You will shape strategy, coach managers, and partner with Product, Engineering, Sales, and Renewals to ensure a seamless journey.

This role requires a proven track record of scaling CS, building segmented models, and developing managers.

Qualifications

• 6+ years in Customer Success or post-sales leadership in B2B SaaS with people-managers.
• Experience leading Mid Market or tech-touch/digital CS motions, ideally in cybersecurity or email security.
• Proven ability to run a quota-carrying org with renewal and expansion ownership.
• Experience building or scaling a segmented CS model.
• Strong communication and stakeholder engagement across levels; multilingual a plus.

Responsibilities

• Lead and develop the Mid Market CS org including people managers.
• Own strategy for Mid Market across high-touch and digital/tech-touch motions.
• Oversee renewal and expansion outcomes with Renewals; drive adoption and health.
• Define segmentation for Mid Market accounts between high-touch and digital engagement.
• Collaborate with Sales, Renewals, Support, and Product to ensure a seamless customer journey.
• Maintain knowledge of Abnormal's AI-driven email security platform to position value.
• Serve as escalation point for major customer issues in Mid Market/Digital.
• Use data to monitor health and guide proactive engagement.
• Build and scale success planning frameworks and playbooks for Mid Market and Digital.
• Represent voice of Mid Market/Digital customers to influence product and GTM.

Skills

Leadership

Customer Success

Strategic Planning

Team Management

Cross-functional Collaboration

Communication

Global/Multiregional Experience

Job description

Abnormal AI is seeking a Director of Customer Success to lead our Mid Market and Digital CS teams, driving retention, adoption, and expansion across a growing security-focused customer base. You will shape strategy, coach managers, and partner with Product, Engineering, Sales, and Renewals to ensure a seamless journey.

This role requires a proven track record of scaling CS, building segmented models, and developing managers.