Customer Success Operations Analyst

Obsidian Security•Spokane, WA

6d•$120,000 - $130,000

About The Position

Obsidian Security is a global leader in cyber security protecting the SaaS and non-human identity layer modern enterprises run on. The platform provides unified visibility into every human and machine identity, app, and integration across their SaaS estate, detects identity-based and supply chain attacks in real time, and enforces least-privilege access. The company is growing rapidly and is IPO-ready. This role is part of a new Service Operations function within Customer Success, focused on modernizing how customer data is structured, accessed, and acted upon. The analyst will be a primary consumer of data built by Business Systems, transforming it into automated reporting and AI-assisted tools for customer health tracking, streamlining QBRs and EBRs, and providing executive visibility into customer outcomes.

Requirements

An AI-first approach to problem-solving, evaluating where agentic or LLM-driven workflows can replace manual reporting.
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 to translate ambiguous business reporting needs into concrete data requirements.
Comfortable operating with ambiguity, partnering directly with engineering/business systems teams that own the broader data warehouse.

Nice To Haves

Experience with Salesforce data and/or customer success platforms (e.g., Totango, Zendesk, Gainsight).
Understanding of data access governance and security best practices, particularly around customer-tenant data.
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).
Experience with cybersecurity, SaaS security, or a technical B2B SaaS environment.

Responsibilities

Own the reporting and automation layer for Customer Success, translating stakeholder needs into field-level requirements and building reporting/automation on the Customer Success data mart.
Default to AI-first workflows, shaping the roadmap for deterministic and non-deterministic automation to surface customer insights, health checks, and recurring reports.
Automate recurring Customer Success workflows beyond reporting, including renewal/adoption tracking, repetitive support tasks (e.g., ticket triage, diagnostics), and cross-platform automation connecting tools like Zendesk with Salesforce, Slack, and the data warehouse.
Help define a secure, auditable data access model for Customer Success workflows in partnership with Business Systems and Security.
Maintain data quality and documentation for Customer Success data sources, flagging gaps, inconsistencies, or governance issues.
Partner across Business Systems, Product/Engineering, and Customer Success (TAM and Support) to shape data flow into reports and tools.