Customer Success Operations Manager

About the role

Abnormal Security is seeking a Customer Success Operations Manager to join our team. The CS Operations function supports the Customer Success, Professional Services, Renewal Management, and Support teams. As the CS Operations Manager, you will:

• 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.

Must Haves

• 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).
• Experience with additional CS 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 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.

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