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

• 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