Customer Analytics Manager

4 hours, 1 minute ago
Full-time
Senior
Data Science and Analytics
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Build and maintain the customer health scoring model across risk, engagement, and satisfaction signals.
  • Develop and own data models for product usage and adoption analytics.
  • Conduct ad-hoc deep-dive analyses for Customer Success, Sales, and Product leadership.
  • Build and maintain product configuration metrics that benchmark customer deployments against best practices.
  • Identify and size upsell, cross-sell, and expansion opportunities within the existing customer base.
  • Partner with CS Operations, Sales, Product, and Data teams to maintain consistent analytics definitions and infrastructure.
  • Present insights and recommendations to Customer Success leadership in a clear, decision-ready format.

Requirements

  • 5+ years of experience in analytics, data science, or business intelligence, ideally supporting a Customer Success or Revenue organization at a SaaS company.
  • Advanced SQL skills.
  • Hands-on experience building data models in a modern data warehouse such as Snowflake, Databricks, or BigQuery.
  • Proficiency with BI and visualization tools such as Sigma, Tableau, or Looker.
  • Proven experience building and maintaining customer health score models.
  • Experience building product usage, adoption, or configuration metrics from raw product telemetry or usage data.
  • Track record of identifying and sizing upsell, cross-sell, or expansion opportunities within an existing customer base.
  • Experience with Customer Success tools such as Gainsight, Gong, or Pendo (preferred).
  • Hands-on experience building AI-powered workflows such as Glean agents or Claude skills to automate analysis (preferred).
  • BS/BA degree in a quantitative field such as Statistics, Economics, Computer Science, or a related discipline (preferred).

Benefits

  • Base salary range of $107,100 to $154,000 USD.
  • Eligible for bonus or incentive compensation.
  • Eligible for equity.
  • Comprehensive benefits package.

Interested in this position?

Apply directly on the company website

Apply Now

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