Senior Director, Customer Success
New
A
Abnormal AICybersecurity SaaS
Remote - USAFull-TimeDirector
Salary$255,040 — $300,000 USD
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Job Details
- Experience
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership; 5+ years leading large or multi-level teams.
- Required Skills
- CybersecurityData AnalysisCustomer SuccessAccount Management
Requirements
- 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.
- 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.
- 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.
- Represent the customer voice across the organization, influencing product direction and go-to-market priorities.
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