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.
#LI-MP1
At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.
Base salary range:
$119,000—$140,000 USD
At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.
Base pay range:
$119,000—$140,000 USD
San Francisco/New York Base pay range:
$95,200—$112,000 USD
Abnormal Security San Francisco, California, USA Office
185 Clara St. , San Francisco, CA, United States, 94107
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