About the Role Abnormal AI is looking for a Customer Success Operations Manager to join our Customer Success Operations team. This team supports Customer Success Professional Services Renewal Management and Support helping ensure these groups can operate efficiently and deliver a strong customer experience as we scale. In this role you’ll focus on improving the systems data and processes that support the customer lifecycle. You’ll partner closely with cross-functional teams to increase visibility reduce friction in day-to-day workflows and help teams work more effectively as the business grows. You’ll also spend time working with data—helping teams understand performance spot trends and identify opportunities to improve how we operate. As part of that you’ll contribute to efforts around automation and tooling including AI-driven solutions to help the team scale without adding unnecessary complexity. This is a hands-on role for someone who enjoys solving operational problems working across teams and making things run more smoothly in a fast-paced SaaS environment. 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. 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 Have 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/Sigma/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 Gong Pendo TaskRay Smartsheet and Asana. Skilled in designing scalable processes that grow with the organization. Hands-on experience building AI-powered workflows (e.g. Glean agents Claude skills) to automate processes and boost team productivity. Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness. Experience building and maintaining customer health score models that drive proactive action across CS teams. 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. #LI-ME1 Actual compensation will be determined based on several non-discriminatory factors including skills experience qualifications and geographic location. In addition to base salary this role may be eligible for bonus or incentive compensation equity and a comprehensive benefits package. Base salary range $107100 $154000 USD AI and our hiring process Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by law. For our EEO policy statement please click here . If you would like more information on your EEO rights under the law please click here