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Customer Success Operations Manager

Abnormal Security
Bodega, CA Full Time
POSTED ON 3/10/2025
AVAILABLE BEFORE 6/9/2025

Job Description

Job Description

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. As the CS Operations Manager, you will :

  • 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. Must Haves

  • 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 / Looker / 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 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 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.

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    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 : 95,200—$112,000 USD

    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 pay range : 95,200—$112,000 USD

    San Francisco / New York Base pay range :

    95,200—$112,000 USD

    Salary : $95,200 - $112,000

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