Customer Success Analytics Manager

Abnormalsecurity; United States; On-site; USD 107,100 - 154,000; Full time

Job summary

Abnormal AI is seeking a Customer Analytics Manager to lead CS Operations analytics. You will own health scoring, product usage/adoption models, and expansion sizing, partnering with Customer Success, Sales, and Product to translate data into executive-ready insights.

Responsibilities include building health and usage metrics, developing data models in our modern warehouse, performing deep-dive analyses, and surfacing opportunities to grow the existing customer base.

Qualifications

• 5+ years of analytics, data science, or BI experience, ideally in SaaS CS or Revenue org.
• Advanced SQL and data modeling in a modern data warehouse (Snowflake/Databricks/BigQuery).
• Proficiency with BI tools (Sigma/Tableau/Looker).
• Experience building and maintaining health score models to drive proactive CS actions.
• Experience building product usage/configuration metrics from telemetry/usage data.
• Track record of sizing upsell/cross-sell opportunities within existing customers.

Responsibilities

• Build and maintain the customer health scoring model reflecting risk, engagement, and satisfaction signals across the lifecycle.
• Develop data models for product usage and adoption to give CS, Support, and leadership visibility into engagement.
• Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product; translate findings into actionable recommendations.
• Build and maintain product configuration metrics showing deployment relative to best practice.
• Identify and model upsell, cross-sell, and expansion opportunities within the existing customer base.
• Partner 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.

Skills

Advanced SQL

Data modeling

BI/Visualization tools

Analytics experience

SaaS experience

Customer Success analytics

Executive communication

Education

BS/BA in quantitative field

Tools

Snowflake

Databricks

BigQuery

Sigma

Tableau

Looker

Gainsight

Gong

Pendo

Job description

About the Role

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.

What you will do

• 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.

Must Haves

• 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.

Nice to Have

• Experience with Customer Success tools such as Gainsight, Gong, or Pendo.
• Hands‑on experience building AI‑powered workflows (e.g., Glean agents, Claude skills) to automate analysis.
• BS/BA degree in a quantitative field (Statistics, Economics, Computer Science, or related).

#LI-ME1

Actual compensation will be determined based on several non‑discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range: $107,100 — $154,000 USD

AI and our hiring process

Abnormal AI uses AI‑assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and identify areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.