Enterprise Customer Success Director: Strategy & Growth

Abnormal; United States; Remote; USD 255,000 - 300,000; Full time

Job summary

Abnormal AI is seeking a Senior Director of Customer Success to lead the Enterprise CS organization across the Americas (AMER). You will guide a multi-level team of Directors and Managers, drive retention, adoption, and expansion for large global customers, and shape engagement strategies with Product, Engineering, and Sales.

The role emphasizes executive relationship building, scalable success planning, and data-driven health insights to maximize lifetime value, with up to 25% travel and a

Qualifications

• 10+ years in CS, account management, or post-sales leadership in B2B SaaS.
• 5+ years leading large or multi-level teams.
• Experience with Enterprise/Global customers, ideally in cybersecurity or related space.
• Strong business acumen and ability to partner with Fortune 500 executives.

Responsibilities

• Lead and develop the Enterprise CS team across AMER, including Directors and Managers.
• Drive retention, satisfaction, and expansion across a large enterprise base.
• Set and execute the Enterprise CS strategy aligned with company goals.
• Partner with Sales, Renewals, Support, and Product to optimize customer experiences.
• Build executive relationships with strategic customers and guide long-term success.
• Implement scalable success planning and value realization frameworks.
• Use data-driven insights to improve health, forecast risk, and drive proactive engagement.
• Coach CS leaders to deliver impact with accountability.
• Represent the customer voice influencing product direction and GTM priorities.
• Travel up to 25% to meet customers and internal teams.

Skills

Executive leadership

Enterprise CS

SaaS

Cross-functional collaboration

Data-driven decisions

Communication

Strategic thinking

Renewals & expansions

AI-driven processes

Job description

Abnormal AI is seeking a Senior Director of Customer Success to lead the Enterprise CS organization across the Americas (AMER). You will guide a multi-level team of Directors and Managers, drive retention, adoption, and expansion for large global customers, and shape engagement strategies with Product, Engineering, and Sales.

The role emphasizes executive relationship building, scalable success planning, and data-driven health insights to maximize lifetime value, with up to 25% travel and a