Customer Success Analytics Manager

About the role

Abnormal is seeking a Customer Analytics Manager to join our CS Operations team. You will manage the data models and metrics that track customer health, product adoption, and expansion potential to inform revenue-focused strategies. This position requires a balance of technical data modeling expertise and the ability to present complex findings to executive leadership.

Key facts

What you'll do

• Design and maintain customer health scoring models that capture satisfaction, risk, and engagement throughout the customer journey.
• Create data models for product usage and adoption to provide visibility to Support, CS, and leadership teams.
• Perform ad-hoc deep-dive analysis to provide actionable recommendations for Sales, Product, and CS leadership.
• Develop metrics for product configuration to measure customer deployments against best practices.
• Identify and model expansion, cross-sell, and upsell opportunities within the current customer base.
• Collaborate with Data, Product, Sales, and CS Operations teams to ensure consistent and reliable analytics definitions.
• Deliver clear, decision-ready insights and presentations to CS leadership.

Requirements

• 5+ years of experience in business intelligence, data science, or analytics, preferably within a SaaS revenue or Customer Success organization.
• Advanced SQL proficiency and practical experience building data models in modern data warehouses like BigQuery, Databricks, or Snowflake.
• Experience using BI and visualization platforms such as Looker, Tableau, or Sigma.
• Proven history of developing and maintaining customer health scores that influence proactive team actions.
• Experience building product adoption or configuration metrics using raw telemetry or usage data.
• Demonstrated ability to identify and size expansion, cross-sell, and upsell opportunities.

Nice to have

• Experience with tools such as Pendo, Gong, or Gainsight.
• Practical experience building AI-powered workflows to automate analysis, such as Claude skills or Glean agents.
• BS/BA degree in a quantitative field like Computer Science, Economics, or Statistics.

Skills & tools

• SQL
• Snowflake, Databricks, or BigQuery
• Looker, Tableau, or Sigma
• Customer health modeling
• Product telemetry analysis

Practical notes

• Base salary range: $107,100 - $154,000 USD.
• This role is eligible for equity, an annual bonus, and a comprehensive benefits package.
• Final compensation is determined by skills, experience, qualifications, and geographic location.
• Abnormal uses AI-assisted tools to help recruiters prepare for interviews by suggesting questions based on resumes and requirements; these tools do not make hiring decisions.
• All candidates must undergo identity validation and pre-employment checks as part of the security-focused hiring process.