About the role

Role overview

Join Abnormal AI as a Customer Analytics Manager. You will own data models and analytics to understand, score, and grow the customer base, partnering closely with Customer Success, Sales, and Product leadership.

Responsibilities

Build and maintain customer health scoring models that reflect signals of risk, engagement, and satisfaction across the customer lifecycle.
Develop and own data models for product usage and adoption, providing clear visibility into how customers interact with the platform.
Identify and model expansion opportunities (upsell, cross-sell, and growth) within the existing customer base.
Turn raw usage and configuration data into actionable insights to drive proactive outcomes across Customer Success and Revenue.

Requirements

Proven track record identifying and sizing upsell/cross-sell/expansion opportunities within existing accounts.
Experience building and maintaining customer health score models used by CS teams for proactive action.
Proficiency with BI/visualization tools such as Sigma, Tableau, or Looker.
5+ years in analytics, data science, or business intelligence, ideally supporting Customer Success or Revenue in a SaaS company.
Hands-on experience creating product usage/adoption or configuration metrics from telemetry/usage data.
Advanced SQL and experience building data models in a modern data warehouse (e.g., Snowflake, Databricks, BigQuery).
Experience with CS/revenue tools such as Gainsight, Gong, or Pendo.
Hands-on experience building AI-powered workflows to automate analysis (e.g., agent/workflow tools).
BS/BA in a quantitative field (Statistics, Economics, Computer Science, or related).

Nice-to-haves

Experience supporting proactive CS motions and revenue operations through data-driven workflows and AI automation.

About Abnormal Security

Abnormal Security is a cybersecurity company behind Abnormal AI, focused on protecting organizations from real-world threats. The company applies data-driven approaches to help teams understand risk and improve security outcomes. It operates in the SaaS environment and supports cross-functional teams with analytics and product usage insights.