Customer Success Operations Manager, Abnormal AI
$107.1-140k
Cloud email security platform
Open for applications
Cloud email security platform
1001+ employees
Open for applications
$107.1-140k
1001+ employees
Company mission
To make the cloud a safer place for businesses.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Application process
- As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicant identity at various stages through our recruitment process
- Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer
Our take
Fraud involving impersonation is one of the top causes of online financial crime. Criminal tactics like email account spoofing, where the criminal impersonates an official account to steal personal information or money, are rife. Abnormal AI is a startup aimed at handling these hyper-targeted and personalised email attacks by analysing communications and identifying potential fraud before it can take place.
The fraud detection space is extremely competitive, but Abnormal AI differentiates itself through its focus on the threat of impersonation rather than a spectrum of threats. This has allowed it to amass a wealth of data relating specifically to high-risk impersonation attacks, analyzing over 45,000 signals to detect any anomalies.
Its specialised approach has fuelled rapid growth, leading to a $5B valuation after a Series D Funding round in 2024. Now, Abnormal plans to double down on product development and expand internationally, prioritising markets where data security laws necessitate a local presence. By staying focused on impersonation, Abnormal AI positions itself as a formidable force in the fight against online financial crime.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2024
$250m
SERIES D
May 2022
$210m
SERIES C
Total funding: $534m
Company benefits
- Healthcare
- Flexible PTO
- 401k
- One Medical
- Flexible Spending Account
- Mental Health Resources
- Home Office Stipend
- Monthly Internet & Phone Stipend
- Health and Wellness Stipend
Company HQ
Spring Valley, NV
Leadership
Evan Reiser
(Co-Founder & CEO)Having started their career as a Software Engineer, co-founded GamerNook.com, Bloomspot, and Adstack before spending 3 years at Twitter. Co-founded Abnormal Security in April 2018, and has been CEO since.
Sanjay Jeyakumar
(Co-Founder & CTO)Previously Senior Software Engineer at Twitter and Google. Was also Software Architect at TellApart.
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