Customer Success Operations Manager

Job not on LinkedIn

🔥 21 hours ago

🇺🇸 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

Abnormal provides total protection against the widest range of attacks including phishing, malware, ransomware, social engineering, executive impersonation, supply chain compromise, internal account compromise, spam, and graymail.

📋 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.