Customer Success Operations Manager

Summary

Join Abnormal Security as a Customer Success Operations Manager and optimize processes, workflows, and tooling to enhance customer satisfaction and operational productivity. You will equip internal teams with the necessary resources, track KPIs, analyze data, and support new service launches. Collaboration with leadership and cross-functional teams is crucial to achieve company objectives. This role requires extensive experience in customer operations within a SaaS environment, proficiency in Salesforce and other CS tools, and strong analytical and communication skills.

Requirements

• 5+ years of experience in Customer Operations supporting a Customer Success or Professional Services team at a SaaS company
• Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities); SFDC Admin is preferred
• Advanced analytical skills, proficiency in Google Sheets/Excel, with the ability to interpret data and deliver actionable insights
• Deep knowledge of Customer Success tools (e.g., Gainsight), with admin certifications preferred
• Experience with additional CS/PS tools, such as Pendo, TaskRay, Smartsheet, and Asana
• Skilled in designing scalable processes that grow with the organization
• Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness
• Strong project management and organizational skills, with a history of managing multiple priorities effectively
• Experience in launching paid-for services and successfully integrating them into the customer journey
• 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

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
• Own tooling, dashboards, and inspections for the Professional Services and Support teams
• 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
• Support the launch of new services and SKUs, ensuring the teams are equipped with the processes, monitoring, and strategies necessary for successful delivery
• Collaborate with leadership to align CS operations goals with broader company objectives
• Work cross-functionally to address and resolve operational challenges effectively

Preferred Qualifications

• SFDC Admin
• Admin certifications

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits