Customer Success Operations Manager

Role Overview

Customer Success Operations Manager joining Abnormal AI’s Customer Success Operations team. You will improve the systems, data, and workflows that support the customer lifecycle, enabling Customer Success and related teams to operate efficiently while delivering a strong customer experience in a fast-paced SaaS environment.

Responsibilities

• Optimize and standardize customer lifecycle processes and workflows to improve customer satisfaction and operational productivity.
• Equip internal teams with the right tools, visibility, systems, and processes to drive customer success.
• Train and support internal teams to promote standardized tool usage and best practices.
• Monitor KPIs and analyze data to identify trends, share insights, and surface opportunities and risks.
• Partner cross-functionally to resolve operational challenges.
• Contribute to automation and tooling, including AI-driven solutions, to scale without adding complexity.

Requirements (Must Have)

• 5+ years experience in Customer Operations supporting a Customer Success team at a SaaS company.
• Strong expertise in Salesforce (CRM, Customer 360, Service Cloud, Communities).
• Advanced analytics skills; proficiency with Google Sheets/Excel and analytics tools such as Sigma, Databricks, Tableau (or equivalent), with ability to deliver actionable insights.
• Deep knowledge of Customer Success tools, especially Gainsight.
• Experience with additional CS tools such as Gong, Pendo, TaskRay, Smartsheet, and Asana.
• Proven ability to design scalable processes as the organization grows.
• Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills).
• Experience building and maintaining customer health score models to drive proactive CS actions.
• Strong program/project management and organizational skills; ability to manage multiple priorities.
• Exceptional communication and collaboration across teams.
• Proactive problem-solving and strong attention to detail.

Nice-to-Haves

• Not explicitly stated beyond the listed tool experience and AI workflow examples.

Compensation

• Base salary range: $107,100–$154,000 USD (bonus/incentive, equity, and comprehensive benefits may be available).