Customer Success Operations Manager

Job not on LinkedIn

🕒 June 26

🇺🇸 United States – Remote

💵 $107.1k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

Cybersecurity

Abnormal Security is a provider of cloud-native email security solutions that specializes in preventing a wide array of cyber threats. The company focuses on protecting businesses from attacks such as phishing, malware, ransomware, and social engineering, ensuring total protection for corporate email systems. Their offerings include business email security, phishing detection, and securing against account takeovers, making them a leader in the computer and network security space.

📋 Description

• 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.

🎯 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/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.

🏖️ Benefits

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. • In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.