About the company
Abnormal AI is looking for an experienced Senior Director of Customer Success to lead the Enterprise Customer Success organization across the Americas (AMER).
Responsibilities
- Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership
- Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base
- Establish and execute the Enterprise Customer Success strategy
- Partner cross-functionally with Sales, Renewals, Support, and Product
- Build and maintain executive relationships with strategic customers
- Implement scalable success planning, executive business reviews, and value realization frameworks
- Use data-driven insights to improve customer health and forecast retention risk
- Coach and mentor CS leaders
- Represent the customer voice across the organization
- Travel up to 25%
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 cybersecurity, email security, or infrastructure SaaS
- 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
- Exceptional communication, executive presence, and relationship management skills
- Understanding of renewals and expansion motions
- Experience building and operationalizing AI-driven processes for post-sales functions
Conditions
- Remote - USA
- Base salary range: $255,040 — $300,000 USD
- May be eligible for bonus, equity, and a comprehensive benefits package