Customer Success Operations Manager
Abnormal SecurityEmail Security company
RemoteMid
Wellington Management
Greylock Partners
Menlo Ventures
Insight Partners
CrowdStrike Falcon Fund
Operations & Strategy
About the role
TL;DR
Focus on improving systems, data, and processes to support the customer lifecycle.
- •Abnormal AI is looking for a Customer Success Operations Manager to join our Customer Success Operations team.
- •This team supports Customer Success, Professional Services, Renewal Management, and Support, helping ensure these groups can operate efficiently and deliver a strong customer experience as we scale.
- •Key Responsibilities Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity.
- •Equip internal teams with the right tools, visibility, systems, and processes to ensure our customers achieve success.
- •Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks.
- •Work cross-functionally to address and resolve operational challenges effectively.
- •Requirements 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
- •Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
- •Advanced analytical skills, proficiency in Google Sheets//Excel/Sigma/Databricks/ Tableau etc, with the ability to interpret data and deliver actionable insights.
- •Deep knowledge of Customer Success tools (e.g., Gainsight).
- •Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity.
Required skills
SalesforceExcelTableauCustomer SuccessProject Management
Nice-to-have skills
Databricks
Tech stack
SalesforceExcelDatabricksTableau