高级总监, 客户成功
Senior Director, Customer Success
职位描述
Abnormal AI 正在寻找一位经验丰富的高级客户成功总监，负责领导我们在美洲（AMER）的企业客户成功团队。这位领导者将管理由区域总监和经理组成的高绩效团队，这些经理带领客户成功经理团队，负责推动一些我们最大全球客户的留存、采用和增长。
作为客户成功领导团队的关键成员，您将塑造我们与企业客户互动和留存的战略，加强高管关系，并与产品、工程和销售团队合作，扩大客户成果。理想的候选人具备深厚的 SaaS 客户管理经验，有构建和激励团队的实证能力，并热衷于帮助客户从企业级安全技术中实现可衡量的价值。该职位将直接向全球客户成功副总裁汇报。
您将负责的工作包括：
- 领导并发展 AMER 地区的企业客户成功团队，包括多个层级的领导（总监和经理）。
- 在一个大型且复杂的客户群体中推动客户留存、满意度和增长。
- 制定并执行企业客户成功战略，确保与公司目标和运营卓越保持一致。这包括进一步完善我们在企业领域的细分策略，包括政府客户和战略/大客户。
- 与销售、续约、支持和产品团队跨职能合作，确保无缝的客户体验并最大化客户终身价值。
- 建立并维护与战略客户的高管关系，了解其业务目标并指导长期成功。在需要时积极参与客户问题的解决和升级处理。
- 实施可扩展的成功计划、高管业务评审和价值实现框架，以满足企业客户的需求。
- 利用数据驱动的洞察来改善客户健康状况，预测留存风险，并引导主动的客户参与。
- 指导和支持客户成功领导者，打造能够产生可衡量影响并具有责任感的高绩效团队。
- 在整个组织中代表客户的声音，影响产品方向和市场进入优先级。
- 旅行最多 25% 以与关键客户和内部团队会面。
必备条件
- 在客户成功、客户管理或售后领导岗位上有 10 年以上经验，在
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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.
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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.
Base salary range:
$255,040—$300,000 USD
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.