About this 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 c