Director, Mid Market Customer Success

Abnormal AI is seeking a Director of Customer Success to lead the Mid Market Customer Success organization. This role involves overseeing teams of Customer Success Managers, driving retention, adoption, and expansion, and partnering with cross-functional teams to ensure a seamless customer journey.

Responsibilities

• Lead and develop the Mid Market Customer Success organization, including people managers of Mid Market and Digital CSMs.
• Own the strategy and vision for Mid Market Customer Success across high-touch and digital motions.
• Own renewal and expansion outcomes, partnering with Renewals and holding managers accountable.
• Establish and evolve segmentation strategies for Mid Market accounts.
• Partner with Sales, Renewals, Support, and Product to ensure a seamless customer experience.
• Maintain a strong working knowledge of Abnormal's AI-driven email security platform.
• Serve as an escalation point for significant customer issues.
• Use data and reporting to monitor customer health and guide proactive engagement.
• Build and scale success planning frameworks for Mid Market and Digital customers.
• Represent the voice of the Mid Market and Digital customer internally.

Requirements

• 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment.
• Proven success leading Mid Market or tech-touch/digital customer success motions.
• Demonstrated ability to run a quota-carrying organization.
• Experience building or scaling a segmented CS model.
• Excellent communication and interpersonal skills.
• Strong leadership and team-building skills.
• Comfort operating in a fast-paced, high-growth technology environment.

Salary $210,800 - $248,000 USD annually (monthly estimate: ₦7,953,333 - ₦9,333,333)

How to Apply https://weworkremotely.com/remote-jobs/abnormal-director-mid-market-customer-su