Customer Success Operations Analyst
Role Overview
A new Service Operations function within Customer Success is being built to modernize how customer data is structured, accessed, and used.
The role owns reporting and automation that support customer health tracking, QBRs and EBRs, and executive visibility into customer outcomes.
Key Skills for This Role
Full Job Posting
About Obsidian Security
Obsidian Security builds a platform to provide visibility into identities, applications, and integrations across SaaS environments and to detect identity-based and supply-chain attacks.
The company describes recent growth and investment in research and development for AI agent security.
About the team and role
A new Service Operations function within Customer Success is being built to modernize how customer data is structured, accessed, and used.
The role owns reporting and automation that support customer health tracking, QBRs and EBRs, and executive visibility into customer outcomes.
Key responsibilities
- Translate stakeholder needs for account health, QBR/EBR materials, and executive dashboards into requirements and reporting on the Customer Success data mart.
- Shape deterministic data workflows and AI/LLM-driven automation for insights, health checks, and recurring reports.
- Automate renewal and adoption tracking, ticket triage, diagnostics, and connections among support tools, Salesforce, Slack, and data platforms.
- Partner with Business Systems and Security on a secure, auditable data access model; those teams own implementation.
- Maintain data quality and documentation, identify gaps and governance issues, and collaborate across business and technical teams.
About you
- An AI-first problem-solving approach, prioritizing agentic or LLM-driven workflows where they can replace manual reporting.
- Hands-on experience with Databricks or a comparable modern data platform, including querying, governed-mart data modeling, and metric or semantic views.
- Familiarity with Python or another scripting language for data transformation and automation.
- Strong communication skills and ability to convert ambiguous reporting needs into concrete data requirements.
- Understanding of data access governance and security best practices, especially for customer-tenant data.
- Comfort working with ambiguity and partnering with engineering and business systems teams.
Preferred experience
- Salesforce data or customer success platform experience, such as Totango, Zendesk, or Gainsight, is a plus.
- Experience automating technical support workflows and cross-platform integrations is a plus.
- Cybersecurity, SaaS security, or technical B2B SaaS experience is a plus, but is not required.
Compensation
- The listed salary range is USD 120,000–130,000 yearly.
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