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.
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.
- Own tooling, dashboards, and inspections for the Professional Services and Support teams.
- 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.
- Support the launch of new services and SKUs, ensuring the teams are equipped with the processes, monitoring, and strategies necessary for successful delivery.
- Collaborate with leadership to align CS operations goals with broader company objectives.
- Work cross-functionally to address and resolve operational challenges effectively.
Must Haves
- 5+ years of experience in Customer Operations supporting a Customer Success or Professional Services team at a SaaS company.
- Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities); SFDC Admin is preferred.
- Advanced analytical skills, proficiency in Google Sheets/Excel, with the ability to interpret data and deliver actionable insights.
- Deep knowledge of Customer Success tools (e.g., Gainsight), with admin certifications preferred.
- Experience with additional CS/PS 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 project management and organizational skills, with a history of managing multiple priorities effectively.
- Experience in launching paid-for services and successfully integrating them into the customer journey.
- 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.
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
Top Skills
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow.
Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
