Director, Mid Market Customer Success
New
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Abnormal AIB2B SaaS Security
Remote - USAFull-TimeDirector
Salary$210,800 — $248,000 USD
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Job Details
- Experience
- 6+ years
- Required Skills
- LeadershipPeople ManagementCustomer SuccessAccount Management
Requirements
- 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment.
- Experience managing people managers.
- Proven success leading Mid Market or tech-touch/digital customer success motions.
- Demonstrated ability to run a quota-carrying organization with ownership of renewal and expansion targets.
- Experience building or scaling a segmented CS model.
- Strong leadership and team-building skills with a track record of developing managers.
- Excellent communication and interpersonal skills.
- Comfort operating in a fast-paced, high-growth technology environment.
- Ability to travel based on customer and business needs (est. 10–20%).
Responsibilities
- 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.
- Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering closely with the Renewals organization on execution.
- Establish and evolve the segmentation strategy for Mid Market, determining which accounts sit in high-touch CSM coverage versus Digital/automated engagement.
- Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion.
- Maintain a strong working knowledge of Abnormal's AI-driven email security platform to guide managers and CSMs on product positioning and value realization.
- Serve as an escalation point for significant customer issues within Mid Market and Digital.
- Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies.
- Build and scale success planning frameworks, playbooks, and programs appropriate to Mid Market and Digital customers.
- Represent the voice of the Mid Market and Digital customer internally, influencing product roadmap and go-to-market priorities.
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