Strategic Customer Success Manager

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 hiring our first Strategic Customer Success Manager who can take our post-sales motion from good to exceptional. You'll make sure enterprise customers adopt Opal deeply, see real value, and grow with us, and you'll spot risk early enough to do something about it. These are not transactional relationships. They are trusted partnerships with security and identity leaders who are betting their access controls on us.

What You’ll Do:

You will own the enterprise relationship after go-live, across four jobs: adoption, relationships, risk and expansion.

• Drive adoption and customer value. Build a success plan with each strategic account, tied to the outcomes that customer cares about (for example faster access requests, access reviews that actually finish, audit readiness, what can AI agents see and access). Take them from go-live to broad, sustained use. Run business reviews that show results in the customer's terms, not ours.

• Own the relationship, from practitioner to executive. Build trust with the identity, IT and security engineers who use Opal daily and with the CISO or VP who sponsors it. Be the person they call first, and the person who tells them what they need to hear.

• Find risk before it finds us. Define and track the signals that matter: usage and deployment coverage, sponsor changes, support patterns, sentiment. Run risk reviews, lead save plans, and call renewal risk early enough to act on it.

• Identify expansion. Spot new teams, applications, resources and use cases that fit a customer's goals, qualify them with the customer, and hand them to the account executive with the context to close.

• Build the foundation. Contribute to writing the playbooks, templates, cadences and metric definitions the next CSMs will inherit.

• Be the bridge to product and engineering. Bring structured customer feedback to the people building Opal, join the technical deep dives, and push for what customers need. Know when to debug a problem yourself and when to bring in engineering.

• Stay technical. Solution live with customers, including infrastructure-as-code workflows such as Terraform, and know the product well enough that customers trust your answers.

You Might Be a Fit If You:

• Have owned enterprise relationships. 7+ years in customer success, technical account management or strategic account management, including large enterprise customers and executive sponsors. You've seen what works and what doesn't, and you can turn it into frameworks others can follow. And you feel for your customers.

• Thrive on being early. You've worked at a Series A-C company and built process while everything around you moved. You create clarity instead of waiting for it.

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

• Speak tech fluently. You can solution live with customers, work with infrastructure-as-code tools like Terraform, and talk through cloud environments (AWS, Azure, GCP), SSO and SCIM, and APIs. Customers trust you because you understand how things actually work.

• Know identity and security. You have worked in or next to identity, access management or security, and you understand what drives customers there: audits, compliance, and the cost of getting access wrong.

  • This is ideal but not required.