[Hiring] Customer Success Operations Analyst @Obsidian Security

Role Description

We’re building a new Service Operations function within Customer Success to modernize how we structure, access, and act on customer data. This is a foundational role: you’ll be the primary consumer of the data built and owned by Business Systems, transforming it into automated reporting and AI-assisted tools that enable customer health tracking, streamline QBRs and EBRs, and provide executives with clear visibility into customer outcomes.

• Own the reporting and automation layer for Customer Success — translate stakeholder needs for account health, QBR/EBR decks, and executive dashboards into field-level requirements, then build the reporting and automation on top of the Customer Success data mart.
• Default to AI-first workflows — shape the roadmap for both deterministic (data plumbing) and non-deterministic (AI/LLM-driven) automation that surfaces customer insights, health checks, and recurring reports, replacing manual, ad hoc work wherever possible.
• Automate recurring Customer Success workflows beyond reporting, including renewal/adoption tracking, repetitive support tasks like ticket triage and diagnostics, and cross-platform automation that connects support tools (e.g., Zendesk) with systems like Salesforce, Slack, and the data warehouse to cut down manual handoffs.
• Help define a secure, auditable data access model for Customer Success workflows, in partnership with Business Systems and Security (who own implementation).
• Maintain data quality and documentation for Customer Success data sources, flagging gaps, inconsistencies, or governance issues as you find them.
• Partner across Business Systems, Product/Engineering, and Customer Success (TAM and Support) to shape how data flows into the reports and tools people use every day.

Qualifications

• An AI-first approach to problem-solving — you default to evaluating where agentic or LLM-driven workflows can replace manual, ad hoc reporting rather than reaching for another one-off script or dashboard.
• Hands-on experience with Databricks (or a comparable modern data platform), including querying, data modeling on governed marts, and metric/semantic views.
• Familiarity with Python or another scripting language for data transformation and automation.
• Strong communication skills — able to translate ambiguous business reporting needs into concrete data requirements.
• Experience with Salesforce data and/or customer success platforms (e.g., Totango, Zendesk, Gainsight) is a plus.
• Understanding of data access governance and security best practices, particularly around customer-tenant data.
• Comfortable operating with ambiguity, partnering directly with engineering/business systems teams that own the broader data warehouse.
• Experience designing or implementing automation for technical support workflows and cross-platform integrations (e.g., ticket triage, diagnostics, connecting support tools to Salesforce, Slack, or data platforms using an established integration platform) is a plus.
• Experience with cybersecurity, SaaS security, or a technical B2B SaaS environment is a plus, but not required.

Benefits

• Competitive compensation with equity and 401k
• Comprehensive healthcare with dental and vision coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources

Pay Transparency

Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive base salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function within the company.

Base Salary Range

$120,000 — $130,000 USD

Equal Opportunity Employer

At Obsidian, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization. If you have a need that requires accommodation, please contact [email protected].