Director, Mid Market Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate the Mid Market Customer Success team, which includes managers overseeing Mid Market and Digital Customer Success Managers.

• Develop the strategy and vision for Mid Market Customer Success, encompassing both high-touch and Digital/tech-touch initiatives.

• Take ownership of renewal and expansion metrics for both Mid Market and Digital segments.

• Create and refine account segmentation strategies that differentiate between high-touch CSM support and Digital/automated engagement.

• Collaborate with Sales, Renewals, Support, and Product teams to enhance retention and growth.

• Maintain an in-depth understanding of Abnormal's AI-driven email security platform to inform product positioning, use-case development, and value delivery.

• Act as an escalation point for critical customer issues and collaborate with Product/Engineering teams for resolutions.

• Leverage data and reporting tools to track customer health and identify potential retention risks.

• Develop and expand success planning frameworks, playbooks, and programs.

• Advocate for the needs of Mid Market and Digital customers internally, influencing the product roadmap and go-to-market strategies.

• Travel as required based on customer and business demands, estimated at 10–20% of the time.

• Report directly to the VP of Customer Success.

⛳️ Requirements

• A minimum of 6 years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS setting.

• Experience in managing people managers.

• Demonstrated success in leading Mid Market or tech-touch/digital customer success initiatives, preferably in cybersecurity, email security, or infrastructure SaaS.

• Proven track record of operating a quota-carrying organization with responsibility for renewal and expansion goals.

• Experience in building or scaling a segmented Customer Success model.

• Outstanding communication and interpersonal abilities.

• Strong leadership and team development skills, particularly in nurturing managers.

• Ability to thrive in a fast-paced, high-growth technology environment.

• Experience in email security, cybersecurity, or enterprise infrastructure software is preferred.

• Familiarity with API-based SaaS solutions and cloud-native architectures is preferred.

• Prior experience managing globally distributed or multi-regional Customer Success teams is preferred.

• Experience in establishing or scaling a Digital/tech-touch Customer Success approach is preferred.

🏝️ Benefits

• Eligibility for bonus or incentive compensation.

• Opportunity for equity participation.

• Comprehensive benefits package offered.

• Pre-employment checks conducted in compliance with applicable laws and company security and privacy standards.