Customer Success Operations Manager

Company: Menlo Ventures
Location: San Francisco
Posted on: March 12, 2025

Job Description:

About the roleAbnormal Security is seeking a Customer Success Operations Manager to join our team. The CS Operations function supports the Customer Success, Professional Services, Renewal Management, and Support teams. As the CS Operations Manager, you will:

• 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 Haves
  • 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/Looker/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 Pendo, TaskRay, Smartsheet, and Asana.
  • Skilled in designing scalable processes that grow with the organization.
  • Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
  • 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.At Abnormal Security, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our page.Base salary range: $95,200 - $112,000 USD
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Keywords: Menlo Ventures, San Francisco , Customer Success Operations Manager, Executive , San Francisco, California