Customer Success Analytics Manager

Abnormal AI is seeking a Customer Analytics Manager to join its Customer Success Operations team. The role owns customer health, product usage, adoption, configuration, and expansion analytics, partnering with Customer Success, Sales, Product, and Data teams to turn data into actionable insights and revenue-relevant decisions.

Responsibilities:

• Build and maintain the customer health scoring model, ensuring it reflects risk, engagement, and satisfaction signals across the customer lifecycle
• Develop and own data models for product usage and adoption, giving CS, Support, and leadership clear visibility into how customers engage with the platform
• Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product, translating findings into clear, actionable recommendations
• Build and maintain product configuration metrics that surface how customers have deployed the platform relative to best practice
• Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base
• Partner cross-functionally with CS Operations, Sales, Product, and Data teams to keep analytics infrastructure and definitions consistent and trusted
• Present insights and recommendations to CS 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 org at a SaaS company
• Advanced SQL skills and hands-on experience building data models in a modern data warehouse (e.g., Snowflake, Databricks, BigQuery)
• Proficiency with BI/visualization tools such as Sigma, Tableau, or Looker
• Proven experience building and maintaining customer health score models that drive proactive action across CS teams
• Experience building product usage/adoption or product 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
• Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate analysis
• BS/BA degree in a quantitative field (Statistics, Economics, Computer Science, or related)