Director, Mid Market Customer Success
Lead the Mid Market Customer Success organization at Abnormal Security, driving retention and expansion in a high-growth environment.
Posted by employer 1 day ago
First seen on Joblaze 3 hours ago
Last verified on the company career page 3 hours ago
Skills & Technologies
What you'll build
- Lead and develop the Mid Market Customer Success organization
- Own the strategy and vision for Mid Market Customer Success
- Own the renewal and expansion outcomes for the Mid Market and Digital segments
- Establish and evolve the segmentation strategy for Mid Market
- Partner cross-functionally with Sales, Renewals, Support, and Product
Must have
- 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment
- Proven success leading Mid Market or tech-touch/digital customer success motions
- Demonstrated ability to run a quota-carrying organization
- Experience building or scaling a segmented CS model
- Excellent communication and interpersonal skills
- Strong leadership and team-building skills
Nice to have
- Experience in email security, cybersecurity, or enterprise infrastructure software
- Familiarity with API-based SaaS solutions and cloud-native architectures
- Prior experience leading globally distributed or multi-regional CS teams
- Experience standing up or scaling a Digital/tech-touch CS motion
Practical constraints
- Travel based on customer and business needs (est. 10–20%)
AI in the day-to-day
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews.
Requirements
- Experience
- 6+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
The Director of Mid Market Customer Success at Abnormal Security is responsible for leading and developing teams of Customer Success Managers, focusing on retention and expansion strategies for mid-market clients. This role requires expertise in both high-touch and digital engagement models, along with a strong background in B2B SaaS, particularly in cybersecurity. Ideal candidates will have experience managing people managers and a proven track record in driving customer outcomes in a fast-paced environment. The position involves collaboration across various departments to ensure a seamless customer experience.
Joblaze insights
- Listed today — first seen on Joblaze September 19, 2026. Last confirmed on Abnormal Security's careers page September 19, 2026.
- Salary band is above the typical range for Management roles (median ~$175,000).
- Starts above 57% of 268 comparable director management roles in United States we track (median $200,000 across 119 companies).
- B2B SaaS appears in 2.3% of 432 comparable director management roles in United States; Email Security appears in 0.2% of 432 comparable director management roles in United States.
Quick facts
- Is the Director, Mid Market Customer Success role remote?
- Yes — Abnormal Security lists this as a fully remote position.
- What's the salary range?
- Abnormal Security lists $210,800–$248,000 for this role.
- How much experience is required?
- At least 6 years of relevant experience for this Director, Mid Market Customer Success role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: B2B SaaS, Customer Success, Cybersecurity, Email Security.
- What seniority level is this role?
- Abnormal Security targets director candidates for this position.
- Is this full-time or contract?
- Full-time for this Director, Mid Market Customer Success role at Abnormal Security.
From the original posting
About the Role
Abnormal AI is looking for a Director of Customer Success to lead our Mid Market Customer Success organization. This leader will oversee people managers leading teams of Mid Market and Digital Customer Success Managers, responsible for driving retention, adoption, and expansion across our Mid Market and tech-touch customer base.
As a member of the Customer Success leadership team, you'll set the strategy and vision for how we engage and retain Mid Market customers across both high-touch and digital motions, building a segmented approach that scales efficiently while still delivering measurable value. You'll partner closely with Product, Engineering, Sales, and the Renewals organization to ensure a seamless customer journey and strong renewal outcomes, and you'll coach a bench of first-line managers to build strong, accountable teams. The ideal candidate brings a track record of leading CS leaders (not just CSMs), fluency in both relationship-driven and program/tech-touch models, and a passion for scaling customer outcomes in a high-growth security company. This role reports to the VP of Customer Success.
What you will do
- Lead and develop the Mid Market Customer Success organization, including the people managers of Mid Market and Digital CSMs, coaching them to build and run high-performing teams.
- Own the strategy and vision for Mid Market Customer Success across both segmented, high-touch coverage and Digital/tech-touch programs, ensuring the two motions are complementary rather than siloed.
- Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering closely with the Renewals organization on execution while holding your own managers and CSMs accountable for adoption, health, and expansion pipeline that drives those outcomes.
- Establish and evolve the segmentation strategy for Mid Market, determining which accounts sit in high-touch CSM coverage versus Digital/automated engagement, and adjusting as the book of business grows.
- Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion across the segment.
- Maintain a strong working knowledge of Abnormal's AI-driven email security platform, enabling you to guide managers and CSMs on product positioning, use-case development, and value realization with customers.
- Serve as an escalation point for significant customer issues within Mid Market and Digital, engaging directly with customers when needed and partnering with Product/Engineering to drive resolution.
- Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies across both segments.
- Build and scale success planning frameworks, playbooks, and programs appropriate to Mid Market and Digital customers, distinct from Enterprise motions.
- Represent the voice of the Mid Market and Digital customer internally, influencing product roadmap and go-to-market priorities for the segment.
- Travel based on customer and business needs (est. 10–20%).
Must Haves
- 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including experience managing people managers.
- Proven success leading Mid Market or tech-touch/digital customer success motions, ideally in the cybersecurity, email security, or infrastructure SaaS space.
- Demonstrated ability to run a quota-carrying organization, with ownership of renewal and expansion targets across a segment.
- Experience building or scaling a segmented CS model.
- Excellent communication and interpersonal skills, adept at engaging stakeholders at all levels internally and externally; multiple languages a plus given the global nature of the segment.
- Strong leadership and team-building skills, with a track record of developing managers, not only individual contributors.
- Comfort operating in a fast-paced, high-growth technology environment with a bias toward ownership and action.
Nice to Have
- Experience in email security, cybersecurity, or enterprise infrastructure software.
- Familiarity with API-based SaaS solutions and cloud-native architectures.
- Prior experience leading globally distributed or multi-regional CS teams.
- Experience standing up or scaling a Digital/tech-touch CS motion from an earlier stage.
#LI-LM3
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Standard company text repeated across Abnormal Security's postings is omitted here.