Customer Success Operations Analyst

The role

You will own the reporting and automation layer for Customer Success by translating stakeholder needs into field-level requirements and building automation on the Customer Success data mart. You will develop AI-first workflows and automate recurring workflows including renewal tracking and support tasks.

What you will do

• Own the reporting and automation layer for Customer Success
• Translate stakeholder needs into field-level requirements and build reporting and automation
• Shape the roadmap for deterministic and non-deterministic automation
• Automate recurring Customer Success workflows including renewal and adoption tracking
• Automate repetitive support tasks like ticket triage and diagnostics
• Connect support tools with systems like Salesforce, Slack, and the data warehouse
• Help define a secure, auditable data access model for Customer Success workflows
• Maintain data quality and documentation for Customer Success data sources
• Partner across Business Systems, Product/Engineering, and Customer Success

Required qualifications

• An AI-first approach to problem-solving
• Hands-on experience with Databricks or a comparable modern data platform
• Familiarity with Python or another scripting language for data transformation and automation
• Strong communication skills
• Understanding of data access governance and security best practices
• Comfortable operating with ambiguity

Nice to have

• Experience with Salesforce data and/or customer success platforms (e.g., Totango, Zendesk, Gainsight)
• Experience designing or implementing automation for technical support workflows and cross-platform integrations
• Experience with cybersecurity, SaaS security, or a technical B2B SaaS environment

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

Before you apply

• All persons hired will be required to submit satisfactory proof of identity and legal authorization

About the company

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer. The company provides unified visibility into human and machine identities across SaaS estates.