Customer Success Analytics Manager

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

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- 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

**A note on AI in our 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 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.

- Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer.

- All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

- 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.