Senior Director, Customer Success
Lead the Enterprise Customer Success team at Abnormal Security, driving retention and expansion for global customers.
Skills & Technologies
AI in the day-to-day
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews.
Requirements
- Experience
- 10+ years
Benefits
Joblaze summary
The Senior Director of Customer Success at Abnormal Security is responsible for leading a team that drives retention and growth among enterprise clients. This role requires extensive experience in B2B SaaS, particularly in managing large accounts and developing strategies that enhance customer satisfaction and value realization. Ideal candidates will have a strong background in cybersecurity or related fields, along with proven leadership skills in high-growth environments. The position also involves significant cross-functional collaboration to ensure a seamless customer experience.
Joblaze insights
- Listed 4 days ago on Joblaze — tracked directly from Abnormal Security's career page.
- Abnormal Security has 84 other open roles including Senior Security Engineer, Senior Salesforce Administrator, GTM Systems, Enterprise Sales Engineer (Ohio Valley).
- 692 active SaaS roles on Joblaze right now.
- 88 active Cybersecurity roles on Joblaze right now.
- 10 active Email Security roles on Joblaze right now.
- Salary band is above the typical range for Management roles (median ~$185,000).
- Pays more than 84% of the 319 salaried SaaS roles we track (median $166,000). See SaaS salary trends
Quick facts
- What's the salary range?
- Abnormal Security lists $255,040–$300,000 for this role.
- How much experience is required?
- At least 10 years of relevant experience for this Senior Director, Customer Success role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Cybersecurity, Email Security, SaaS.
- What seniority level is this role?
- Abnormal Security targets director candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Director, Customer Success role at Abnormal Security.
From the original posting
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
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 global or multi-regional teams in a high-velocity SaaS company.
#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.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.