Customer Success Operations Manager

1 month, 1 week 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

  • Optimize and standardize customer success processes and workflows to improve customer satisfaction and operational productivity.
  • Equip internal teams with the tools, visibility, systems, and processes needed to support customer outcomes.
  • Provide training and support to drive standardized tool usage and best practices across teams.
  • Track KPIs, analyze performance data, and share insights on trends, opportunities, and risks.
  • Partner cross-functionally to resolve operational challenges and improve day-to-day workflows.
  • Contribute to automation and tooling initiatives, including AI-driven workflows, to help the team scale efficiently.
  • Build and support customer health score models that enable proactive action across Customer Success teams.
  • Develop and implement strategies that increase Customer Success team efficiency and effectiveness.

Requirements

  • 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
  • Expertise with Salesforce Suite, including CRM, Customer 360, Service Cloud, and Communities.
  • Advanced analytical skills with proficiency in Google Sheets, Excel, Sigma, Databricks, Tableau, or similar tools.
  • Deep knowledge of Customer Success tools such as Gainsight.
  • Experience with additional CS tools such as Gong, Pendo, TaskRay, Smartsheet, and Asana.
  • Experience designing scalable processes that grow with the organization.
  • Hands-on experience building AI-powered workflows, such as Glean agents or Claude skills, to automate processes.
  • Strong program management, project management, and organizational skills with the ability to manage multiple priorities.
  • Exceptional communication and interpersonal skills with the ability to influence and collaborate across teams.
  • Detail-oriented, self-motivated, proactive, and solutions-oriented.
  • Experience building and maintaining customer health score models (preferred).

Benefits

  • Base salary range of $107,100 to $140,000 USD.
  • Eligibility for bonus or incentive compensation.
  • Eligibility for equity.
  • Comprehensive benefits package.

Interested in this position?

Apply directly on the company website

Apply Now

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