Customer Analytics Manager, Abnormal AI

• 5+ years of experience in analytics, data science, or business intelligence, ideally supporting a Customer Success or Revenue org at a SaaS company
• Advanced SQL skills and hands-on experience building data models in a modern data warehouse (e.g., Snowflake, Databricks, BigQuery)
• Proficiency with BI/visualization tools such as Sigma, Tableau, or Looker
• Proven experience building and maintaining customer health score models that drive proactive action across CS teams
• Experience building product usage/adoption or product configuration metrics from raw product telemetry or usage data
• Track record of identifying and sizing upsell, cross-sell, or expansion opportunities within an existing customer base

Desirable

• Abnormal AI is looking for a Customer Analytics Manager to join our CS Operations team. This role owns the data models and analytics that let us understand, score, and grow our customer base — from health scoring and product usage/adoption to expansion opportunity sizing
• You'll partner closely with Customer Success, Sales, and Product leadership to turn raw usage and configuration data into models and insights that drive proactive, revenue-relevant action. The ideal candidate is equally comfortable in the technical weeds of a data model and in a room with executives, translating complex analysis into a clear, actionable narrative
• Build and maintain the customer health scoring model, ensuring it reflects risk, engagement, and satisfaction signals across the customer lifecycle
• Develop and own data models for product usage and adoption, giving CS, Support, and leadership clear visibility into how customers engage with the platform
• Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product, translating findings into clear, actionable recommendations
• Build and maintain product configuration metrics that surface how customers have deployed the platform relative to best practice
• Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base
• Partner cross-functionally with CS Operations, Sales, Product, and Data teams to keep analytics infrastructure and definitions consistent and trusted
• Present insights and recommendations to CS leadership in a clear, decision-ready format