Customer Success Operations Manager

Abnormal AI is looking for a Customer Success Operations Manager to join their Customer Success Operations team. The role focuses on improving systems, data, and processes to support the customer lifecycle and enhance operational productivity.

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
• Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency
• 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)
• Experience with additional CS tools, such as Gong, Pendo, TaskRay, Smartsheet, and Asana
• Skilled in designing scalable processes that grow with the organization
• Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity
• Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness
• Experience building and maintaining customer health score models that drive proactive action across CS teams
• Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively
• Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams
• Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges
• Detail-oriented, self-motivated, and a strong team player with a robust work ethic