Customer Analytics Manager

About the role

Abnormal is on the lookout for a Customer Analytics Manager to enhance our Customer Success Operations team. In this position, you will be tasked with creating and refining data models that yield insights into our customer demographics, their engagement levels, and growth potential. Your role will involve close collaboration with leaders across Customer Success, Sales, and Product teams to convert raw data into strategic insights that can influence business performance.

Key facts

What you'll do

• Design and manage a comprehensive customer health scoring system that accurately reflects customer risk, engagement, and satisfaction throughout their journey with our services.
• Develop and maintain data models that monitor product usage and adoption, providing transparency into how customers interact with our platform.
• Conduct thorough data analyses for Customer Success, Sales, and Product leadership, translating complex findings into actionable recommendations that drive results.
• Establish and track key metrics related to product configuration, ensuring that customer deployments align with industry best practices.
• Identify and assess potential opportunities for upselling, cross-selling, and expanding services within our existing customer base.
• Collaborate with cross-functional teams, including Customer Success Operations, Sales, Product, and Data, to ensure the analytics infrastructure is consistent and reliable.
• Present analytical insights and strategic recommendations to Customer Success leadership in a clear and actionable format, facilitating informed decision-making.
• Stay updated on industry trends and best practices in customer analytics to continuously improve our methodologies and tools.

Requirements

• At least 5 years of experience in analytics, data science, or business intelligence, ideally in a role supporting Customer Success or revenue-generating functions within a SaaS environment.
• Strong proficiency in SQL, with hands-on experience in constructing data models within contemporary data warehouses such as Snowflake, Databricks, or BigQuery.
• Familiarity with business intelligence and visualization platforms like Sigma, Tableau, or Looker, demonstrating the ability to create compelling visual narratives from data.
• Proven experience in developing and maintaining customer health score models that drive proactive engagement from Customer Success teams.
• Background in generating product usage, adoption, or configuration metrics derived from raw telemetry or usage data.
• A track record of successfully identifying and quantifying upsell, cross-sell, or expansion opportunities within established customer accounts.

Nice to have

• Knowledge of Customer Success platforms such as Gainsight, Gong, or Pendo, which can enhance your ability to analyze customer data effectively.
• Experience in automating analysis workflows using AI tools, which can streamline processes and improve efficiency.
• A Bachelor's degree in a quantitative discipline such as Statistics, Economics, Computer Science, or a related field, providing a solid foundation for analytical work.

Skills & tools

• SQL
• Snowflake, Databricks, or BigQuery
• Sigma, Tableau, or Looker

Practical notes

• The base salary for this position ranges from $107,100 to $154,000 USD. The final compensation will be influenced by various factors, including your skills, experience, qualifications, and geographic location.
• This position may also offer eligibility for bonuses or incentive compensation, equity options, and a comprehensive benefits package.
• Abnormal AI employs AI-assisted tools to aid its recruiting team in preparing for candidate interviews. These tools analyze resumes and role requirements to suggest interview questions and highlight areas for further exploration by interviewers. However, these tools do not make hiring decisions; all final decisions regarding candidacy are made by human recruiters.
• Abnormal AI is committed to equal opportunity employment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other legally protected characteristics.
• All official communications regarding recruitment will originate from an @abnormal.ai email address.
• Video interviews may be conducted, and applicant identity will be verified at various stages of the hiring process. Pre-employment checks will be performed for candidates receiving conditional job offers.
• The review process for applications typically takes around two weeks.