Director of Customer Success Operations

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.

• 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, QBR’s, 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.

• 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.

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

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