Service Operations Analyst (AI-First Reporting & Automation) - Customer Success

Obsidian Security is a global leader in cybersecurity, protecting the SaaS and non-human identity layer for modern enterprises. Their platform provides unified visibility into identities, apps, and integrations, detects attacks in real time, and enforces least-privilege access. Trusted by Fortune 500 companies like T-Mobile, Workday, Snowflake, and S&P Global, Obsidian has grown nearly 1000% from 2021–2024 and was ranked No. 95 on the 2025 Deloitte Technology Fast 500™. Obsidian recently raised $85 million in Series D financing, pushing its valuation to $1.1 billion and positioning it for IPO readiness.

About the Team

Obsidian is building a new Service Operations function within Customer Success to modernize data access and reporting. This role focuses on transforming data into automated reporting and AI-assisted tools for customer health tracking, streamlining QBRs and EBRs, and providing executives with clear visibility into customer outcomes.

About the Role

• Own the reporting and automation layer for Customer Success — translate stakeholder needs for account health, QBR/EBR decks, and executive dashboards into field-level requirements, then build the reporting and automation on top of the Customer Success data mart.
• Default to AI-first workflows — shape the roadmap for both deterministic (data plumbing) and non-deterministic (AI/LLM-driven) automation that surfaces customer insights, health checks, and recurring reports, replacing manual, ad hoc work.
• Automate recurring Customer Success workflows beyond reporting, including renewal/adoption tracking, repetitive support tasks like ticket triage and diagnostics, and cross-platform automation connecting support tools (e.g., Zendesk) with systems like 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 how data flows into the reports and tools people use daily.

About You

• An AI-first approach to problem-solving — default to evaluating where agentic or LLM-driven workflows can replace manual, ad hoc 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 — able to translate ambiguous business reporting needs into concrete data requirements.
• Experience with Salesforce data and/or customer success platforms (e.g., Totango, Zendesk, Gainsight) is a plus.
• Understanding of data access governance and security best practices, particularly around customer-tenant data.
• Comfortable operating with ambiguity, partnering directly with engineering/business systems teams.
• Experience designing or implementing automation for technical support workflows and cross-platform integrations is a plus.
• Experience with cybersecurity, SaaS security, or a technical B2B SaaS environment is a plus.