Customer Analytics Manager

About this role

Headquarters: Remote - USA 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 Look

Skills

• Customer Support