Abnormally-Precise, Cloud-Native Email Security
Customer Success Operations Manager
Location
California
Posted
54 days ago
Salary
$107.1K - $140K / year
Seniority
Senior
Job Description
Customer Success Operations Manager
Abnormal Security
• 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.
Job Requirements
- 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.
Benefits
- 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.
Related Guides
Related Job Pages
More Customer Success Manager Jobs
• Operation of the Insider CRM platform using Email, Push, SMS and WhatsApp channels, and all available features (e.g., Architect, Single Campaigns, Reports, among others); • Creation and adjustment of responsive HTML email templates; • Creation and maintenance of segments and send lists based on data available in the CRM platform; • Creation and scheduling of ad-hoc Email, Push, SMS and WhatsApp sends; • Creation and maintenance of communication automations/journeys/flows using Email, Push, SMS and WhatsApp; • Creation and maintenance of automations on the platform; • Work with email personalization using variables; • Measurement of campaign results and analysis of KPIs such as delivery rate, open rate, clicks and conversion, among others. Ability to extract insights from these results to propose improvements and optimize ongoing operations; • Strategic client support to identify areas that can be adjusted and improved in the proposed strategy.
Customer Success Analyst
BranddiProtegemos a sua marca para você gastar menos e vender mais no Google.
• Support the Customer Success (CS) team in monitoring and managing customer relationships. • Assist with customer communications via email, WhatsApp, and online meetings. • Participate in onboarding new clients. • Contribute to analysis of reports from Data Studio / Google Ads / Google Analytics. • Support initiatives to keep customers engaged and satisfied.
Client Success Specialist
KickUpWe help K-12 school districts and providers assess, manage, and communicate about their professional learning's impact.
• Serve as the primary owner of all inbound customer support through Intercom across all account tiers • Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources • Manage and continuously improve our Intercom Fin AI agent — maintaining help content, refining conversation flows, and identifying gaps in self-service coverage • Analyze support ticket trends and surface patterns to the broader CS team to inform proactive improvements • Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist • Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one • Share data screencasts, usage reports, and scaled communications to drive early product adoption • Execute mass outreach campaigns (email, Intercom) to keep Lite Touch districts informed and engaged throughout the year • Grow into facilitating Partnership Reviews and supporting renewal conversations for your Lite Touch accounts over time • Collaborate with Client Success Managers, the Data & Configuration Manager, and the Training & Enablement Specialist to deliver a seamless customer experience • Escalate complex issues appropriately and close the loop with customers on resolution • Engage with Product and Engineering teams to share feedback surfaced through support volume and trends
• Assist in the management of diverse clients and projects within a healthcare setting. • Work closely with the Customer Success Team to ensure client satisfaction and project success. • Utilize and become proficient in project management tools and processes. • Collaborate with cross-functional teams to deliver high-quality results. • Maintain and update project documentation and spreadsheets.
