Senior Director, Enterprise CS – Americas Growth

Abnormal AI, Inc.; United States; On-site; USD 255,000 - 300,000; Full time

Job summary

Abnormal AI, Inc. is seeking a Senior Director of Customer Success to lead our Enterprise CS organization across the Americas. You will manage Directors and Managers, driving retention, adoption, and expansion for our largest global customers.

You'll shape enterprise engagement strategy, partner with Product, Engineering, and Sales, and build AI‑driven post‑sales processes to scale outcomes. Travel up to 25% and report to the global VP of CS.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Post‑Sales leadership within a B2B SaaS environment; 5+ years leading large or multi‑level teams.
• Proven success managing Enterprise or Global customers, ideally in the cybersecurity, email security, or infrastructure SaaS space.
• Strong business acumen and ability to partner with senior executives at Fortune 500 organizations.
• Demonstrated ability to scale teams and processes in a high‑growth environment.
• Experience driving retention and expansion strategies through data, systems, and strong cross‑functional collaboration.
• Exceptional communication, executive presence, and relationship management skills.
• Strategic thinker who thrives in ambiguity and acts with ownership and urgency.
• Understanding of renewals and expansion motions in partnership with Renewal Management / Sales.
• Experience building and operationalizing impactful AI‑driven processes for post sales functions

Responsibilities

• Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership (Directors and Managers).
• Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base.
• Establish and execute the Enterprise Customer Success strategy, ensuring alignment with company goals and operational excellence.
• Partner cross‑functionally with Sales, Renewals, Support, and Product to ensure seamless customer experiences and maximize lifetime value.
• Build and maintain executive relationships with strategic customers to understand business objectives and guide long‑term success.
• Take an active, customer‑facing role in escalations and customer issue resolution where needed.
• Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
• Use data‑driven insights to improve customer health, forecast retention risk, and guide proactive engagement.
• Coach and mentor CS leaders to build high‑performing teams that deliver measurable impact and operate with accountability.
• Represent the customer voice across the organization, influencing product direction and go‑to‑market priorities.
• Travel up to 25% to meet with key customers and internal teams.

Skills

Executive relationships

Data-driven

Cross-functional collaboration

SaaS leadership

Leadership

Retention & expansion

Job description

Abnormal AI, Inc. is seeking a Senior Director of Customer Success to lead our Enterprise CS organization across the Americas. You will manage Directors and Managers, driving retention, adoption, and expansion for our largest global customers.

You'll shape enterprise engagement strategy, partner with Product, Engineering, and Sales, and build AI‑driven post‑sales processes to scale outcomes. Travel up to 25% and report to the global VP of CS.