Searching for director-level remote customer success opportunities? Abnormal AI is looking for a Director of Customer Success to lead their Mid Market team, focusing on retention and expansion while working from home.
About the Role
In this role, you will oversee the Mid Market Customer Success organization, guiding teams to enhance customer engagement and drive retention through strategic leadership and collaboration across departments.
Why This Job Stands Out
- Lead a remote team in a high-growth cybersecurity company
- Shape customer engagement strategies that drive retention and expansion
- Work in a dynamic environment that values ownership and action
Job Insights
RoleDirector of Customer Success
Work TypeRemote work from home job
Who This Job Is For
- Experienced professionals seeking remote customer success leadership roles in B2B SaaS
- Candidates with a strong background in managing customer success teams in high-growth environments
- Individuals passionate about driving customer outcomes in the cybersecurity or tech industry
What You Will Do
- Lead and develop the Mid Market Customer Success organization, coaching managers to build high-performing teams
- Own the strategy for Mid Market Customer Success, ensuring high-touch and digital programs are complementary
- Manage renewal and expansion outcomes, partnering with the Renewals team to drive adoption and growth
- Establish segmentation strategies for customer engagement, adjusting as the business evolves
- Collaborate with cross-functional teams to enhance customer experience and maximize retention
- Serve as an escalation point for significant customer issues, engaging directly as needed
- Utilize data to monitor customer health and guide proactive engagement strategies
- Build success planning frameworks and programs tailored to Mid Market and Digital customers
- Represent the voice of the customer in internal discussions to influence product priorities
- Travel as needed based on customer and business requirements (estimated 10-20%)
What They Are Looking For
Skills & Experience
- 6+ years in Customer Success or Post-Sales leadership within a B2B SaaS environment
- Proven success in leading Mid Market or tech-touch customer success initiatives
- Experience managing people managers and running a quota-carrying organization
- Strong communication skills with the ability to engage various stakeholders
- Leadership skills with a focus on developing managers in high-growth settings
What They Expect
- Ability to operate in a fast-paced, high-growth technology environment
- Strong team-building skills with a focus on accountability and performance
- Comfort in engaging with customers and addressing significant issues directly
What They Offer
- Competitive salary range of $210,800 , $248,000 USD
- Bonus or incentive compensation and equity opportunities
- Comprehensive benefits package based on skills and experience
Tips for Applicants
- Highlight your experience in leading customer success teams in your application
- Showcase your ability to drive retention and expansion in previous roles
- Prepare to discuss your strategies for managing high-performing remote teams
Frequently Asked Questions
What are the key responsibilities of the Director of Customer Success?
The Director will lead the Mid Market Customer Success organization, manage renewal and expansion outcomes, and collaborate with cross-functional teams to enhance customer experience.
What qualifications are needed for this role?
Candidates should have 6+ years in Customer Success or Post-Sales leadership in a B2B SaaS environment, along with strong leadership and communication skills.
Is this a remote position?
Yes, this role is fully remote, allowing you to work from home.
