Director, Mid Market Customer Success

Company-specific questions

• Please enter your preferred Last Name/Surname (only enter your preferred Last Name/Surname)
• Zip Code/Postal Code
• Current Company
• Are you currently an employee or contractor at Abnormal? (if Yes, please add your Abnormal email in the email section of the application page)
• Have you previously worked at Abnormal
• In your current or most recent role, did you directly manage other people-managers (not individual contributor CSMs/AMs only)? Please briefly explain.
• What was the total ARR/book of business you or your organization owned in your largest CS/AM leadership role?essay
• How many total people sat in your organization (direct + indirect) in that role, and how many were people-managers rather than ICs?essay
• Have you built or run a segmented CS model where a high-touch, human-led motion and a digital/tech-touch, program-based motion operated side by side under your ownership? Please explain.essay
• Describe a digital-first program you personally built or scaled (email campaigns, in-app journeys, webinars, automated onboarding) that reduced reliance on 1:1 CSM meetings. What was the account volume and typical ARR/account?essay
• Give one example where you personally directed AI or automation (e.g. ChatGPT, Claude, Gainsight automation) to scale a customer engagement or retention workflow. Name the tool and the measurable outcome.essay
• Did a separate function (Renewals or Sales) own commercial renewal negotiation and expansion execution while you owned health, adoption, and retention strategy, or did you own the full commercial cycle end to end yourself?essay