Director, Mid Market Customer Success

Job not on LinkedIn

🕒 Yesterday

🇺🇸 United States – Remote

💵 $210.8k - $248k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

Cybersecurity

Abnormal Security is a provider of cloud-native email security solutions that specializes in preventing a wide array of cyber threats. The company focuses on protecting businesses from attacks such as phishing, malware, ransomware, and social engineering, ensuring total protection for corporate email systems. Their offerings include business email security, phishing detection, and securing against account takeovers, making them a leader in the computer and network security space.

📋 Description

• Lead and develop the Mid Market Customer Success organization, including people managers of Mid Market and Digital Customer Success Managers • Own the strategy and vision for Mid Market Customer Success across high-touch and Digital/tech-touch programs • Own renewal and expansion outcomes for Mid Market and Digital segments • Establish and evolve account segmentation between high-touch CSM coverage and Digital/automated engagement • Partner with Sales, Renewals, Support, and Product to maximize retention and expansion • Maintain working knowledge of Abnormal's AI-driven email security platform to guide product positioning, use-case development, and value realization • Serve as an escalation point for significant customer issues and partner with Product/Engineering on resolutions • Use data and reporting to monitor customer health and identify retention risk • Build and scale success planning frameworks, playbooks, and programs • Represent Mid Market and Digital customer needs internally and influence product roadmap and go-to-market priorities • Travel based on customer and business needs, estimated at 10–20% • Report to the VP of Customer Success

🎯 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, ideally in cybersecurity, email security, or infrastructure SaaS • Demonstrated ability to run a quota-carrying organization with ownership of renewal and expansion targets • Experience building or scaling a segmented Customer Success model • Excellent communication and interpersonal skills • Strong leadership and team-building skills, including developing managers • Comfort operating in a fast-paced, high-growth technology environment • Experience in email security, cybersecurity, or enterprise infrastructure software preferred • Familiarity with API-based SaaS solutions and cloud-native architectures preferred • Prior experience leading globally distributed or multi-regional Customer Success teams preferred • Experience standing up or scaling a Digital/tech-touch Customer Success motion preferred

🏖️ Benefits

• Bonus or incentive compensation eligibility • Equity eligibility • Comprehensive benefits package • Pre-employment checks in line with applicable legislation and company security and privacy standards