Customer Success Operations Manager

About the Role

Abnormal AI is looking for a Customer Success Operations Manager to join our Customer Success Operations team. This team supports Customer Success, Professional Services, Renewal Management, and Support, helping ensure these groups can operate efficiently and deliver a strong customer experience as we scale.

In this role, you’ll focus on improving the systems, data, and processes that support the customer lifecycle. You’ll partner closely with cross-functional teams to increase visibility, reduce friction in day-to-day workflows, and help teams work more effectively as the business grows.

You’ll also spend time working with data—helping teams understand performance, spot trends, and identify opportunities to improve how we operate. As part of that, you’ll contribute to efforts around automation and tooling, including AI-driven solutions, to help the team scale without adding unnecessary complexity.

This is a hands-on role for someone who enjoys solving operational problems, working across teams, and making things run more smoothly in a fast-paced SaaS environment.

What you will do:

• 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 Have:

• 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/Sigma/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 Gong, Pendo, TaskRay, Smartsheet, and Asana.
• Skilled in designing scalable processes that grow with the organization.
• Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity.
• Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
• Experience building and maintaining customer health score models that drive proactive action across CS teams.
• 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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