Customer Success Operations Manager

📋 Description

• • The Customer Success Operations Manager at Abnormal Security Corporation plays a critical role in enabling the Customer Success, Professional Services, Renewal Management, and Support teams to operate efficiently and deliver a strong customer experience as the company scales. This role focuses on improving systems, data, and processes across the customer lifecycle to reduce friction and increase visibility.
• • Day to day, the role involves optimizing and standardizing processes and workflows, equipping internal teams with the right tools and visibility, providing training on standardized tool usage and best practices, tracking and analyzing KPIs to identify trends and opportunities, and collaborating cross-functionally to resolve operational challenges.
• • The Customer Success Operations team supports key customer-facing functions and works closely with cross-functional partners to ensure operational excellence and scalability in a fast-paced SaaS environment. The role contributes to automation efforts, including AI-driven solutions, to help teams scale without unnecessary complexity.
• • In this role, the individual will develop expertise in customer success operations, data analysis, process design, and AI-powered workflow automation. They will gain experience in building customer health score models, managing complex programs, and influencing cross-functional teams to drive efficiency and effectiveness in customer outcomes.