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Head of Customer Success

1 month ago

San Francisco, United States Opal Security Full time

Opal is redefining identity security for modern enterprises. The concept of least privilege access is well understood in theory but very hard in practice. We've all felt the pain of not getting the access we need to do our job - and security teams feel the pain of either being a bottleneck or authorizing everyone at the expense of risk. At Opal, we’re solving this critical problem to make least privilege not only possible but practical. We are taking an age-old problem in enterprise software and making it simple. Our product prioritizes consumer-grade simplicity with enterprise scale, reliability, and security. Our customers love our product, and we’re humbled to work with amazing companies like ScaleAI, Grammarly, Databricks, and Figma.

You'll join an experienced team with direct experience building and scaling teams through massive growth at companies like Slack, Meta, Samsara, and Rubrik. On the back of this experience and our success to date, we’ve raised over $32M from leading investors, including Greylock and Battery Ventures. Join us as we build the next-generation identity security platform

Your responsibilities

  • Team Leadership and Mentorship: Lead and mentor a team of Technical Account Managers, providing guidance and support to ensure successful client engagements.

  • Strategy Development: Develop and execute strategies to drive customer adoption, retention, and satisfaction across all solution areas.

  • Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to align customer success initiatives with business objectives.

  • Performance Metrics: Establish and track key performance metrics to evaluate team performance and identify areas for improvement.

  • Issue Escalation: Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.

  • Continuous Learning: Foster a culture of continuous learning and development within the technical account management team.

  • Industry Awareness: Stay informed about industry trends and best practices in customer success, incorporating insights into team strategies.

  • Technical Champions: Build strong technical champions across the team, leveraging their expertise to inform product development through partnerships with product and engineering teams.

  • Vision and Strategy: Set the vision for technical account management at Opal, ensuring effective client support and alignment with business goals.

  • Customer Relationships: Ensure the team provides top-tier technical support and builds strong, long-lasting relationships with clients.

  • Product Expertise: Develop a deep understanding of Opal's product suite. Act as a trusted advisor to customers, offering technical guidance, best practices, and recommendations.

  • Proactive Issue Resolution: Identify and address technical issues or challenges faced by customers, working closely with engineers for timely resolution.

Our ideal candidate

  • 8+ years of experience in customer success engineering, technical account management, or related roles in the technology industry.

  • 5+ years of experience in a leadership or management role, overseeing technical teams.

  • Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent experience).

  • Build a Technical Account Manager team from 0 to 1: Hands-on experience setting up ticketing systems, implementing SLAs, support tiers, support fees, etc.

  • Strategic mindset regarding investments, priorities, relationship management, and account expansion.

  • Significant experience interfacing and working with large strategic enterprise customers

  • Strong technical background with the ability to understand and communicate complex technical concepts effectively.

  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.

  • Detail-oriented with strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

  • Experience with enterprise software, security solutions, cloud technologies, APIs, and programming languages is a plus.

Our benefits

  • Competitive Salary

  • Daily lunch & coffee allowance

  • Unlimited PTO + 11 company holidays

  • Health, Dental, Vision insurance

  • One Medical Membership

  • 401k plan (no matching at this time)

  • Pre-Tax Commuter Benefits

Opal has offices in San Francisco and New York City.

Research shows that candidates from underrepresented backgrounds rarely apply unless they meet all the job criteria. We aren’t looking for someone who ticks every single box on a page; we’re looking for lifelong learners and people who can make us better with their unique experiences. If you think you’d be a great fit, then please get in touch to tell us about yourself. Opal is an Equal Employment Opportunity Employer.

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