Director, Mid Market Customer Success

About the Role

Abnormal AI is looking for a Director of Customer Success to lead our Mid Market Customer Success organization. This leader will oversee people managers leading teams of Mid Market and Digital Customer Success Managers, responsible for driving retention, adoption, and expansion across our Mid Market and tech-touch customer base.

As a member of the Customer Success leadership team, you'll set the strategy and vision for how we engage and retain Mid Market customers across both high-touch and digital motions, building a segmented approach that scales efficiently while still delivering measurable value. You'll partner closely with Product, Engineering, Sales, and the Renewals organization to ensure a seamless customer journey and strong renewal outcomes, and you'll coach a bench of first-line managers to build strong, accountable teams. The ideal candidate brings a track record of leading CS leaders (not just CSMs), fluency in both relationship-driven and program/tech-touch models, and a passion for scaling customer outcomes in a high-growth security company. This role reports to the VP of Customer Success.

What you will do 

• 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, ensuring the two motions are complementary rather than siloed.
• Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering closely with the Renewals organization on execution while holding your own managers and CSMs accountable for adoption, health, and expansion pipeline that drives those outcomes.
• Establish and evolve the segmentation strategy for Mid Market, determining which accounts sit in high-touch CSM coverage versus Digital/automated engagement, and adjusting as the book of business grows.
• Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion across the segment.
• Maintain a strong working knowledge of Abnormal's AI-driven email security platform, enabling you to guide managers and CSMs on product positioning, use-case development, and value realization with customers.
• Serve as an escalation point for significant customer issues within Mid Market and Digital, engaging directly with customers when needed and partnering with Product/Engineering to drive resolution.
• Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies across both segments.
• Build and scale success planning frameworks, playbooks, and programs appropriate to Mid Market and Digital customers, distinct from Enterprise motions.
• Represent the voice of the Mid Market and Digital customer internally, influencing product roadmap and go-to-market priorities for the segment.
• Travel based on customer and business needs (est. 10–20%).

Must Haves 

• 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including experience managing people managers.
• Proven success leading Mid Market or tech-touch/digital customer success motions, ideally in the cybersecurity, email security, or infrastructure SaaS space.
• Demonstrated 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.
• Excellent communication and interpersonal skills, adept at engaging stakeholders at all levels internally and externally; multiple languages a plus given the global nature of the segment.
• Strong leadership and team-building skills, with a track record of developing managers, not only individual contributors.
• Comfort operating in a fast-paced, high-growth technology environment with a bias toward ownership and action.

Nice to Have 

• 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.

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