Abnormal Security is looking for a Director of Customer Success Operations. They will be a key leader in the Customer Success organization, partnering with leadership on strategy and operations. This role will oversee all operations functions for a customer success team. The successful candidate will have a proven track record of leading and scaling customer success operations in a fast-paced, high-growth environment.

What you will do 

• Develop and execute a strategic plan for customer success operations that aligns with the overall business objectives.

• Develop and deliver initiatives to improve the effectiveness and efficiency of the CS org, including but not limited to - Segmentation; Customer journey development; Processes and playbooks; Customer Health Scoring

• Provide partnership to Customer Success leadership in support of their OKRs and highest priority initiatives

• Develop and implement programs to support the customer journey with Abnormal - including onboarding, deployment, adoption, and advocacy/loyalty

• Create Customer Success plays/initiatives in support of the retention and expansion strategy and goals. Implement processes and cadences to effectively manage the renewal and expansion.

• Ensure Customer Success Team adherence to customer engagement standard processes (eg. Onboarding, QBRs, Path to Green) including creating the training to develop this team

• Manage, track and measure customer data and metrics to derive insights that can be used to improve customer success strategies. Work with other departments to ensure a seamless customer experience.

• Collaborate with other departments, such as sales, marketing, and product, to ensure a seamless customer experience. This includes sharing customer insights, coordinating programs, analyzing customer feedback, and other efforts to enhance the overall customer experience.

• Stay up-to-date on the latest trends in customer success and implement best practices.

Must Haves 

• 5 years of experience in customer success operations, with at least 3 years in a leadership role.

• Experience managing the deployment, roll-out and adoption of Customer Success management tools like Gainsight and SFDC

• Experience scaling CS operations in organizations 100M with demonstrated track record of success

• Experience rolling out segmented customer experiences and proven record of implementing a tech-touch and self-serve programs

• Roll-up your sleeves/scrappy mentality and someone that can do the work of the ICs– this is not a people management role only

• Strong understanding of SaaS products and services.

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team.

Nice to Have 

• Technical expertise is a plus, but needs to be able to manage a technical implementation & administration resource

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 Benefits & Perks page.

Base salary range:

$207,100—$243,700 USD

About the Company:
Abnormal