Customer Analytics Manager

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