Senior Director, Customer Success

Abnormal AI is seeking 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, driving retention, adoption, and expansion for some of our largest global customers. As a key member of the Customer Success leadership team, you’ll shape strategy for engaging and retaining enterprise customers, strengthen executive relationships, and scale customer outcomes in partnership with Product, Engineering, and Sales.

Responsibilities

• 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, including refining segmented motions within Enterprise (e.g., 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 issue resolution.
• 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.

Requirements

• 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 cybersecurity, email security, or infrastructure SaaS.
• 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 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.

Preferred Qualifications

• 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.

Pay

Base salary range: $255,040–$300,000 USD. Actual compensation will be determined based on skills, experience, qualifications, and geographic location. This role may also be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.