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Opal Security · 2 months ago

Technical Customer Success Manager

San Francisco Bay Area

Full-time

Hybrid

Senior Level

6+ years exp

Opal Security is focused on modern identity governance for the AI era, aiming to empower enterprises with intelligent access management. The Technical Customer Success Manager will enhance post-sales processes, troubleshoot technical issues, and manage customer relationships to ensure maximum value from the company's solutions.

Cloud SecurityCyber SecurityInformation TechnologySoftware

Responsibilities

Embody the team that customers rave about: you’ll rebuild our customer success practices, establishing the processes, metrics, and culture that turn good relationships into great outcomes

Be the first line of technical defense: when customers hit a snag, you're who they call. You'll troubleshoot integrations, diagnose configuration issues, and resolve problems on the spot and know exactly when to escalate to engineering for the complex stuff

Own the health of our customer base: renewals, retention, and proactive engagement all fall under your scope. You'll develop the frameworks and leading indicators that help us spot opportunities (and risks) before they become obvious, ensuring customers extract maximum value from Opal Security at every stage of their journey

Be the bridge between customers and product: you'll partner closely with our product and engineering teams to champion customer needs, influence what we build next, and ensure we're delivering real value, beyond just features. Your voice will truly shape our roadmap

Guide customers from onboarding to advocacy: you'll manage strategic relationships across our diverse customer base, from Fortune 500 enterprises to cutting-edge AI startups like Runway and Perplexity, serving as their trusted advisor on access management and security. These aren't transactional relationships; they're trusted and secure partnerships

Qualification

Customer success managementTechnical troubleshootingIdentityAccess managementSolutions engineeringInfrastructure-as-code toolsCustomer empathyBuilding scalable processesStrategic relationship management