Technical Customer Success Manager

Opal, Inc; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Opal Security in San Francisco is seeking a technically minded customer success leader to re-architect how we support customers after the sale. You’ll roll up your sleeves with clients while laying the foundations for a scalable, world-class CS team.

You will own renewals, retention, and proactive engagement, and partner with product and engineering to guide customers from onboarding to advocacy across a diverse, high-stakes client base.

Qualifications

• 6+ years in customer success, account management, or solutions engineering.
• Experience building scalable processes in startups.
• Strong empathy and relationship-building at scale.
• Technical fluency with understanding of security or identity domains.

Responsibilities

• Rebuild customer success with clear processes, metrics, and culture.
• Troubleshoot integrations and diagnose configuration issues with customers.
• Own renewals, retention, and proactive engagement using leading indicators.
• Bridge customers and product to shape the roadmap and deliver value.
• Manage strategic relationships from onboarding to advocacy across diverse customers.

Skills

Customer success leadership

Account management

Solutions engineering

Startup scalability

Relationship building

Job description

About Opal Security:

At Opal, we're building modern identity governance for the AI era-intelligent access management that empowers enterprises to move fast while staying secure. Our mission is to bring clarity, control, and confidence to complex enterprise environments, helping teams govern access without slowing down innovation.

The Role:

Opal is at an inflection point, and we need someone to help us nail what comes after the customer says "yes."

We're looking for a technical-minded person who can take our post-sales motion from good to exceptional. This is your chance to re-architect customer success with the freedom to make it yours. You'll follow a player-coach model: rolling up your sleeves with customers while building the foundation for a world-class team that scales with us.

What You’ll Do:

• 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 escape 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.

You Might Be a Fit If You:

• You've been in the trenches, know what great looks like, and lead with customer empathy: you bring 6+ years in customer success, account management, or solutions engineering, with a track record of driving real outcomes at scale. You've seen what works and, more importantly, what doesn't, and you can translate that into frameworks that others can follow. And always, you feel for your customers

• You thrive in, or are intrigued by, the fun, crazy thrill of startups: you've worked at a Series A-C company and know how to build scalable processes while everything around you is moving fast and ever-changing. You're not paralyzed by ambiguity, you lean into it and create clarity for others

  • Its OKAY if you haven't worked early stage but you gotta want it!

• You speak tech fluently: whether it's solutioning live with customers, working with infrastructure-as-code tools like Terraform, or knowing a technical product front to back, you can go deep when needed. Customers trust you because you understand how things actually work

• You know the identity and security landscape: you've worked in or adjacent to identity, access management, or security, and you understand the unique challenges of building customer trust in these high-stakes domains. You get why this stuff matters.

  • This is ideal but not required