Remote opportunity at
AbnormalDirector, Mid Market Customer Success
Abnormal is hiring a Director, Mid Market Customer Success to oversee the Mid Market Customer Success division. In this position, the leader will manage first-line people…
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About This Role
Abnormal is hiring a Director, Mid Market Customer Success to oversee the Mid Market Customer Success division. In this position, the leader will manage first-line people managers who oversee Mid Market and Digital Customer Success Managers. The core objective is driving account retention, encouraging product adoption, and generating expansion across the tech-touch and Mid Market customer base. This role suits an experienced post-sales leader who can formulate strategy for both…
Job Description
Abnormal is hiring a Director, Mid Market Customer Success to oversee the Mid Market Customer Success division. In this position, the leader will manage first-line people managers who oversee Mid Market and Digital Customer Success Managers. The core objective is driving account retention, encouraging product adoption, and generating expansion across the tech-touch and Mid Market customer base.
This role suits an experienced post-sales leader who can formulate strategy for both automated digital engagement and high-touch coverage models. Reporting to the VP of Customer Success, the director will collaborate with Product, Sales, Engineering, Support, and Renewals teams to deliver a unified customer journey and secure strong renewal outcomes.
Abnormal develops an AI-driven email security platform. The person in this role will maintain working knowledge of this technology to help guide teams on value realization, use-case creation, and product positioning. Responsibilities also include acting as an escalation point for major customer inquiries, establishing segmentation strategies, and scaling operational playbooks tailored specifically to the Mid Market segment.
Responsibilities
- Manage and mentor the Mid Market Customer Success organization, including people managers of Digital and Mid Market CSMs
- Define the long-term vision and strategy for segmented high-touch coverage and automated digital tech-touch programs
- Oversee renewal and expansion results for Mid Market and Digital tiers while collaborating closely with the Renewals team
- Establish and continuously refine account segmentation criteria as the portfolio scales
- Coordinate cross-functionally with Sales, Product, Support, and Renewals to maximize customer retention and expansion
- Serve as a primary escalation contact for significant customer issues and engage directly with clients when necessary
- Utilize reporting data to track account health, spot retention risks, and direct proactive engagement plans
- Design and scale success planning playbooks distinct from Enterprise motions
- Travel approximately 10 to 20 percent of the time based on business and customer needs
Requirements
- At least six years of professional experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS company
- Background managing people managers rather than only individual contributors
- Demonstrated success running a quota-carrying organization with direct responsibility for renewal and expansion targets
- Experience creating or scaling a segmented customer success model
- Proven history leading tech-touch, digital, or Mid Market customer success operations, ideally within infrastructure SaaS, cybersecurity, or email security
- Strong communication skills and interpersonal abilities for engaging internal and external stakeholders
- Comfort working in a fast-paced technology growth setting with an ownership mindset
Qualifications
- Direct background in email security, cybersecurity, or enterprise infrastructure software
- Familiarity with cloud-native architectures and API-based software solutions
- Previous experience leading multi-regional or globally distributed customer success teams
- Background in establishing or scaling a Digital or tech-touch customer success motion from early stages
Core Skills
Benefits
- Base salary range of $210,800 to $248,000 USD
- Eligibility for bonus or incentive compensation
- Equity participation
- Comprehensive benefits package
Frequently Asked Questions
What is the employment type for this role?
The posting indicates that this position is full-time.
Where is the job located and is it remote?
The headquarters and location are listed as Remote - USA with on-site work status, though the source text does not specify a mandatory physical office address.
What is the salary range for the Director, Mid Market Customer Success position?
The base salary range spans from $210,800 to $248,000 USD, with potential eligibility for equity, bonus or incentive compensation, and benefits.
Who does this role report to?
This position reports directly to the Vice President of Customer Success.
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