Customer Success Operations Manager

Responsibilities

• Partner with Global Operations to maintain process consistency and support EMEA growth
• Establish and govern the CX organization's operating rhythm, including account reviews and leader cadences
• Drive the EMEA Customer First Management System to translate strategy into regional execution
• Optimize cross-functional handoffs between Sales, Renewals, Support, and Customer Success
• Maintain visibility across the customer lifecycle from purchase to advocacy
• Mitigate churn risk through "Path to Green" and "Get Well Plans"
• Shift regional focus from lagging to leading performance metrics
• Prepare and lead Monthly and Quarterly Business Reviews (MBR/QBR) for stakeholders
• Manage internal documentation, playbooks, and operational frameworks
• Support resource planning and capacity coverage for priority accounts

Requirements

• Demonstrated success in GTM, Customer Success, or Revenue Operations within SaaS/Enterprise
• Exceptional analytical and quantitative skills with a logical approach to complex data
• Deep understanding of the enterprise software lifecycle and customer journey
• Proficiency in leveraging AI tools for operational efficiency and automation
• Strong collaboration and communication skills for cross-functional partnership
• Growth mindset with experience in change management and high-growth environments
• Extreme attention to detail regarding data hygiene and governance
• Deep experience with Salesforce and Gainsight
• Proven track record of implementing operational experiments and workflow optimizations

About the Company

Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era of identity and access management.