Abnormal
Senior Director, Customer Success
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 3 weeks ago · Added yesterday
Been open since 3 weeks ago, still being checked, but it has been live a while.
Salary
$255k to $300k per year
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Lead
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote - USA"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
About the Role
Abnormal AI is looking for an experienced Senior Director of Customer Success to lead our Enterprise Customer Success organization across the Americas (AMER). This leader will oversee a high-performing team of regional Directors and Managers who lead teams of Customer Success Managers, responsible for driving retention, adoption, and expansion across some of our largest global customers.
As a key member of the Customer Success leadership team, you’ll shape the strategy for how we engage and retain enterprise customers, strengthen executive relationships, and scale customer outcomes in partnership with Product, Engineering, and Sales. The ideal candidate brings deep experience in SaaS account management, a proven ability to build and inspire teams, and a passion for helping customers realize measurable value from enterprise-grade security technology. The role will report directly to the global VP of CS.
What you will do
Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership (Directors and Managers).
Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base.
Establish and execute the Enterprise Customer Success strategy, ensuring alignment with company goals and operational excellence. This includes further refining our segmented motions within Enterprise, including for government and Strategics/Majors customers.
Partner cross-functionally with Sales, Renewals, Support, and Product to ensure seamless customer experiences and maximize lifetime value.
Build and maintain executive relationships with strategic customers to understand business objectives and guide long-term success. Take an active, customer-facing role in escalations and customer issue resolution where needed.
Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
Use data-driven insights to improve customer health, forecast retention risk, and guide proactive engagement.
Coach and mentor CS leaders to build high-performing teams that deliver measurable impact and operate with accountability.
Represent the customer voice across the organization, influencing product direction and go-to-market priorities.
Travel up to 25% to meet with key customers and internal teams.
Must Haves
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 the cybersecurity, email security, or infrastructure SaaS space.
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 through data, systems, and strong cross-functional collaboration.
Exceptional communication, executive presence, and relationship management skills.
Strategic thinker who thrives in ambiguity and acts with ownership and urgency.
Understanding of renewals and expansion motions in partnership with Renewal Management / Sales.
Experience building and operationalizing impactful AI-driven processes for post sales functions
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Abnormal, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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