Customer Success Operations Manager

Summary

Join Abnormal Security as a Customer Success Operations Manager and optimize processes, equip teams with the right tools, provide training, track KPIs, and collaborate cross-functionally to enhance customer satisfaction and operational productivity. You will standardize workflows, analyze data for insights, and resolve operational challenges. This role requires extensive experience in customer operations within a SaaS environment, expertise with Salesforce and other CS tools, and strong analytical and communication skills. The ideal candidate will be detail-oriented, self-motivated, and a strong team player. Abnormal Security offers competitive compensation, including a base salary range of $95,200-$112,000, bonuses, and restricted stock units (RSUs).

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/Looker/Databricks/Tableau etc, with the ability to interpret data and deliver actionable insights
• Deep knowledge of Customer Success tools (e.g., Gainsight)
• 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 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

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

Preferred Qualifications

Experience with additional CS tools, such as Pendo, TaskRay, Smartsheet, and Asana

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits
• Base salary range: $95,200 — $112,000 USD