About the Role

Abnormal AI is seeking a Senior Renewal Operations Manager to own and scale our renewal operations function from the ground up. This is a builder role — you won't be inheriting a polished playbook. You'll be the one writing it. Reporting into CS Operations, you will architect the end-to-end renewal process, stand up the dashboards and reporting our leaders rely on, and bring best-in-class forecasting rigor to how we predict churn and identify expansion opportunities.

In this role, you will:

• Own the renewal operations lifecycle — design, document, and continuously improve the processes that drive on-time renewals, reduce churn, and surface expansion opportunity.
• Build the reporting and dash-boarding infrastructure that gives CS, Renewal Management, and Finance leadership real-time visibility into renewal pipeline health, risk, and forecast accuracy.
• Develop and refine churn and expansion forecasting models, advising leadership on methodology, data inputs, and predictive signals that improve forecast confidence over time.
• Partner with Renewal Managers to operationalize best practices around timeline management, risk escalation, and deal execution.
• Define and track renewal KPIs (gross retention, net retention, renewal rate, forecast accuracy, time-to-close), surface trends, and translate data into recommendations.
• Own the quarterly quota-setting process for the CSM and Renewal Manager teams — partner with CS and Finance leadership to define targets, allocate quotas, and maintain ongoing attainment reporting that gives managers clear visibility into individual and team performance against plan.
• Work cross-functionally with Sales Ops, Finance, and Data Engineering to ensure data integrity, system alignment, and consistent definitions across the renewal pipeline.
• Evaluate and optimize our tool stack to support renewal workflows, including CRM configuration, automation, and integration with CS platforms.

Must Haves

• 8+ years of experience in Revenue, Renewal, or Customer Operations at a B2B SaaS company, with direct ownership of renewal processes.
• Strong command of Salesforce (opportunity management, reporting, dashboards, renewal pipeline configuration).
• Proven experience building renewal or retention dashboards and reporting from scratch — you've stood something up, not just maintained it.
• Advanced analytical skills with proficiency in tools like Sigma, Looker, Tableau, Google Sheets/Excel, or Databricks; comfortable working with large datasets to identify patterns and forecast outcomes.
• Hands-on experience with churn and expansion forecasting — familiar with methodologies, leading indicators, and how to improve prediction accuracy over time.
• Familiarity with Customer Success platforms (e.g., Gainsight) and how they intersect with renewal workflows.
• Experience designing scalable, repeatable processes in a high-growth environment where things aren't yet fully defined.
• Strong program management skills with the ability to juggle multiple workstreams and drive projects to completion independently.
• Excellent communication skills — able to present data-driven recommendations to senior stakeholders and influence decisions across teams.
• Builder mentality: self-directed, comfortable with ambiguity, and energized by creating structure where none exists.

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About the Role

Abnormal AI is looking for a Customer Success Operations Manager to join our Customer Success Operations team. This team supports Customer Success, Professional Services, Renewal Management, and Support, helping ensure these groups can operate efficiently and deliver a strong customer experience as we scale.

In this role, you’ll focus on improving the systems, data, and processes that support the customer lifecycle. You’ll partner closely with cross-functional teams to increase visibility, reduce friction in day-to-day workflows, and help teams work more effectively as the business grows.

You’ll also spend time working with data—helping teams understand performance, spot trends, and identify opportunities to improve how we operate. As part of that, you’ll contribute to efforts around automation and tooling, including AI-driven solutions, to help the team scale without adding unnecessary complexity.

This is a hands-on role for someone who enjoys solving operational problems, working across teams, and making things run more smoothly in a fast-paced SaaS environment.

What you will do:

• Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity.
• Equip internal teams with the right tools, visibility, systems, and processes to ensure our customers achieve success.
• Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency.
• Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks.
• Work cross-functionally to address and resolve operational challenges effectively.

Must Have: 

• 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
• Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
• Advanced analytical skills, proficiency in Google Sheets//Excel/Sigma/Databricks/ Tableau etc, with the ability to interpret data and deliver actionable insights.
• Deep knowledge of Customer Success tools (e.g., Gainsight).
• Experience with additional CS tools, such as Gong, Pendo, TaskRay, Smartsheet, and Asana.
• Skilled in designing scalable processes that grow with the organization.
• Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity.
• Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
• Experience building and maintaining customer health score models that drive proactive action across CS teams.
• Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively.
• Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams.
• Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges.
• Detail-oriented, self-motivated, and a strong team player with a robust work ethic.

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