🛠 Tech Stack

💼 About This Role

You'll join the Customer Success Operations team at Abnormal AI, a fast-paced SaaS company. You'll optimize systems, data, and processes to help teams scale efficiently and deliver a strong customer experience. This role focuses on improving workflows and leveraging AI-driven automation to reduce friction and enhance productivity.

🎯 What You'll Do

• Optimize and standardize processes and workflows for customer satisfaction and operational productivity.
• Equip internal teams with tools, visibility, systems, and processes for customer success.
• Provide training to promote standardized tool usage and best practices.
• Track KPIs, analyze data, identify trends, and share insights on opportunities and risks.
• Work cross-functionally to resolve operational challenges effectively.

📋 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 in Google Sheets/Excel/Sigma/Databricks/Tableau.
• Deep knowledge of Customer Success tools (e.g., Gainsight).
• Experience building AI-powered workflows (e.g., Glean agents, Claude skills).

✨ Nice to Have

• Experience with additional CS tools (Gong, Pendo, TaskRay, Smartsheet, Asana).
• Experience building and maintaining customer health score models.
• Strong program management and project management skills.

🎁 Benefits & Perks

• 💰 Competitive compensation including base salary, bonus, and equity.
• 🏥 Comprehensive benefits package.
• 🌍 Remote work opportunity within the USA.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Operational Assessment· 60 min
4. 4Final Round with Team· 45 min