Director, Mid Market Customer Success

Abnormal Security

. Lead and develop the Mid Market Customer Success organization, including people managers of Mid Market and Digital Customer Success Managers .

Posted 9/17/2026full-timeRemote • United StatesLead💰 $210,800 - $248,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Mid Market Customer Success organizations, focusing on strategy, renewal, and expansion outcomes while leveraging data to monitor customer health. Proven ability to build and scale segmented Customer Success models in a fast-paced B2B SaaS environment.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceRenewal And Expansion ManagementTeam-Building And DevelopmentEmail Security Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyAccount ManagementQuota-Carrying Organization ManagementSegmentation Model DevelopmentData Analysis And Reporting

Soft Skills

Excellent CommunicationInterpersonal SkillsStrong Leadership

Tools & Technologies

AI-Driven Email Security PlatformAPI-Based SaaS SolutionsCloud-Native Architectures

Industry Keywords

CybersecurityEmail SecurityInfrastructure SaaSDigital Customer SuccessHigh-Touch Customer Success

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Lead and develop the Mid Market Customer Success organization, including people managers of Mid Market and Digital Customer Success Managers
Own the strategy and vision for Mid Market Customer Success across high-touch and Digital/tech-touch programs
Own renewal and expansion outcomes for Mid Market and Digital segments
Establish and evolve account segmentation between high-touch CSM coverage and Digital/automated engagement
Partner with Sales, Renewals, Support, and Product to maximize retention and expansion
Maintain working knowledge of Abnormal's AI-driven email security platform to guide product positioning, use-case development, and value realization
Serve as an escalation point for significant customer issues and partner with Product/Engineering on resolutions
Use data and reporting to monitor customer health and identify retention risk
Build and scale success planning frameworks, playbooks, and programs
Represent Mid Market and Digital customer needs internally and influence product roadmap and go-to-market priorities
Travel based on customer and business needs, estimated at 10–20%
Report to the VP of Customer Success

Requirements

What you’ll need

6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment
Experience managing people managers
Proven success leading Mid Market or tech-touch/digital customer success motions, ideally in cybersecurity, email security, or infrastructure SaaS
Demonstrated ability to run a quota-carrying organization with ownership of renewal and expansion targets
Experience building or scaling a segmented Customer Success model
Excellent communication and interpersonal skills
Strong leadership and team-building skills, including developing managers
Comfort operating in a fast-paced, high-growth technology environment
Experience in email security, cybersecurity, or enterprise infrastructure software preferred
Familiarity with API-based SaaS solutions and cloud-native architectures preferred
Prior experience leading globally distributed or multi-regional Customer Success teams preferred
Experience standing up or scaling a Digital/tech-touch Customer Success motion preferred

Benefits

Comp & perks

Bonus or incentive compensation eligibility
Equity eligibility
Comprehensive benefits package
Pre-employment checks in line with applicable legislation and company security and privacy standards