Customer Success Operations Manager

Benefits

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About this role

Customer Success Operations Manager Remote - USA 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:

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