Customer Analytics Manager

<p> <strong>Headquarters:</strong> Remote - USA </p> <h2><strong>About the Role</strong></h2> <p>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.</p> <h2><strong>What you will do</strong></h2> <ul> <li>Build and maintain the customer health scoring model, ensuring it reflects risk, engagement, and satisfaction signals across the customer lifecycle.</li> <li>Develop and own data models for product usage and adoption, giving CS, Support, and leadership clear visibility into how customers engage with the platform.</li> <li>Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product, translating findings into clear, actionable recommendations.</li> <li>Build and maintain product configuration metrics that surface how customers have deployed the platform relative to best practice.</li> <li>Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base.</li> <li>Partner cross-functionally with CS Operations, Sales, Product, and Data teams to keep analytics infrastructure and definitions consistent and trusted.</li> <li>Present insights and recommendations to CS leadership in a clear, decision-ready format.</li> </ul> <h2> </h2> <h2><strong>Must Haves</strong></h2> <ul> <li>5+ years of experience in analytics, data science, or business intelligence, ideally supporting a Customer Success or Revenue org at a SaaS company.