Customer Success Operations Manager

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.