Abnormal Security · 5 hours ago
Customer Success Operations Manager
United States
Full-time
Remote
Mid, Senior Level
$119K/yr - $140K/yr
5+ years exp
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Responsibilities
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.
Qualification
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Required
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.
Preferred
SFDC Admin is preferred.
Deep knowledge of Customer Success tools (e.g., Gainsight), with admin certifications preferred.
Benefits
Bonus
Restricted stock units (RSUs)
Benefits
Company
Abnormal Security
Abnormal Security is an email security company that protects enterprises and organizations from targeted email attacks.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$534MKey Investors
Wellington ManagementCrowdStrike Falcon FundInsight Partners
2024-08-06Series D· $250M
2023-03-29Series Unknown· Undisclosed
2022-05-10Series C· $210M
Leadership Team
Evan Reiser
CEO and Co-Founder
Sanjay Jeyakumar
CTO, Co-Founder, and Head of R&D
Recent News
Crunchbase News
2024-10-10
Company data provided by crunchbase
