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Technical Customer Success Manager

Opal Labs, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Customer Success Manager at Opal Security, you will be instrumental in shaping and elevating our post-sales customer experience, particularly as we scale in the dynamic AI era. This role is a unique opportunity to architect and own the customer success motion, transforming it from good to exceptional. You'll operate under a player-coach model, directly engaging with customers to solve their challenges while simultaneously building the foundational processes, metrics, and culture for a world-class customer success team.
• Your primary responsibility will be to embody the team that customers rave about. This involves rebuilding our customer success practices from the ground up. You will establish robust processes, define key performance indicators (KPIs), and cultivate a culture that fosters deep customer relationships and drives outstanding outcomes. This proactive approach ensures customers not only adopt Opal Security but also derive maximum, ongoing value from our platform.
• You will serve as the first line of technical defense for our customers. When integration challenges, configuration issues, or operational snags arise, you will be the go-to expert. Your role will involve troubleshooting complex technical problems, diagnosing intricate configuration issues, and resolving them swiftly. You'll possess the technical acumen to address most issues on the spot and the judgment to know precisely when and how to escalate more complex challenges to our engineering team, ensuring efficient and effective problem resolution.
• Owning the health of our customer base is a critical aspect of this position. This encompasses renewals, retention, and proactive customer engagement. You will develop sophisticated frameworks and identify leading indicators to anticipate potential risks and opportunities within the customer base. This foresight allows us to intervene proactively, ensuring customers consistently achieve their desired outcomes and maximize their investment in Opal Security throughout their entire lifecycle.
• You will act as a vital bridge between our customers and our product and engineering teams. By championing customer needs and providing direct feedback, you will significantly influence our product roadmap and development priorities. Your insights will ensure that Opal Security continues to deliver tangible value that goes beyond mere features, directly addressing the evolving needs of our enterprise clients and AI startups.
• Guiding customers from initial onboarding through to becoming vocal advocates is a key objective. You will manage strategic relationships across a diverse customer base, ranging from Fortune 500 enterprises to innovative AI startups like Runway and Perplexity. In this capacity, you will serve as their trusted advisor on all matters related to access management and security, fostering secure and enduring partnerships rather than purely transactional engagements.
• This role demands a blend of technical expertise, strategic thinking, and exceptional interpersonal skills. You will be expected to understand the nuances of enterprise identity and access management, particularly within the context of modern AI-driven workflows. Your ability to translate complex technical concepts into clear, actionable guidance for customers will be paramount. Furthermore, you will contribute to the development of best practices and playbooks that will be leveraged by future customer success team members, establishing a scalable and repeatable model for success.
• You will be at the forefront of defining how Opal Security supports its customers in a rapidly evolving technological landscape. This includes understanding how our platform integrates with existing customer infrastructure, advising on optimal deployment strategies, and ensuring customers are leveraging the full power of Opal Security to achieve their business objectives. Your success will be measured by customer satisfaction, retention rates, and the growth of customer advocacy.
• This is an opportunity to make a significant impact on a growing company, directly influencing customer loyalty and product direction. If you are passionate about technology, driven by customer success, and thrive in a fast-paced startup environment, this role offers a challenging and rewarding career path.

🎯 Requirements

• Minimum of 6 years of experience in Customer Success, Account Management, or Solutions Engineering, with a proven track record of driving measurable outcomes at scale.
• Demonstrated technical fluency, including experience with infrastructure-as-code tools (e.g., Terraform) and the ability to troubleshoot integrations and diagnose configuration issues.
• Experience working in or adjacent to the identity and access management (IAM) or broader security landscape, understanding the unique challenges and importance of these domains.
• Proven ability to build scalable processes and thrive in a fast-paced, ambiguous startup environment (ideally Series A-C funding stage).
• Strong customer empathy and the ability to translate technical solutions into business value for diverse customer segments.

🏖️ Benefits

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and holidays.
• Opportunity to shape a critical function in a high-growth startup.
• Remote work flexibility.

Skills & Technologies

Terraform

Remote

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Opal Labs, Inc.

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About Opal Labs, Inc.

Opal is a health benefits administration platform designed to streamline the process for employers and insurance brokers. It offers a unified platform for managing health insurance plans, dental, vision, and other voluntary benefits. Opal aims to simplify complex benefit administration tasks, providing tools for enrollment, eligibility management, and carrier connections. The platform focuses on transparency and efficiency, helping companies control costs and improve the employee experience by making benefits easier to understand and access. It serves as a central hub for all benefit-related information and operations, reducing administrative burden and enhancing decision-making for HR departments and brokers.

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