Customer Success Operations Manager

Okta•Toronto, ON

23d•CA$112,000 - CA$154,000•Hybrid

About The Position

The Revenue Strategy & Operations Team sits at the heart of our organization, driving operational excellence across our entire revenue organization. As part of Okta's Business Operations team, we amplify the impact across our rapidly growing Sales, Presales, Customer Success, Technical Account Management (TAM), and Renewals organizations by ensuring each function has the insights, tools, and processes to run effectively and efficiently. The team establishes rigorous standards and processes, and scales customer-centric operations to support our growth targets across the entire customer lifecycle. In this role, you will design, refine, and continuously optimize our Customer Success Management Systems, bridging the gap between corporate strategy and regional execution to maximize Net Revenue Retention (NRR). You'll establish operations rigor and standards across the CX organization, ensuring that global and local standards are consistently adhered to while supporting growth objectives. You’ll be the primary operational partner to the AMER VP of Customer Success and senior CX leadership, and will also coordinate with adjacent teams including Technical Account Management (TAM), Renewals, Support, and Professional Services. This is an ideal opportunity for an experienced, highly collaborative operations professional with exceptional analytical skills and a growth mindset to make a direct impact on how we integrate the customer journey from sales through to customer success.

Requirements

7+ years of experience and demonstrated success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model.
Proficiency in Salesforce (will consider other CRMs, but Salesforce experience is highly preferred); additional experience with CS platforms such as Gainsight is a plus.
Exceptional analytical and quantitative skills with the ability to work with complex data sets, leverage data visualization and reporting tools, and drive sound decision-making.
Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment.
Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.
Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.
A growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments with extreme attention to detail regarding data hygiene, governance, and operational rigor.
Proven track record of evaluating operational experiments, implementing successful learnings to optimize workflows, and serving as a true team player comfortable working with both global and local stakeholders to unify strategies.

Nice To Haves

additional experience with CS platforms such as Gainsight is a plus.

Responsibilities

Be a trusted operational guardrail: Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support AMER growth.
Establish and govern the Operating Rhythm: Maintain and govern the "operating rhythm" of the CX organization. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality.
Drive Management System Optimization: Act as the operational owner of the AMER Customer Success Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences.
Enable Cross-Functional Handoffs: Actively drive Customer Success execution by working with operations peers to improve critical intersections. Optimize handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase: Purchase & Plan, Learn, Deploy & Adopt, Use & Grow, Renew & Expand, and Advocate.
Mitigate Risk via "Path to Green": Oversee the execution and accountability of regional "Get Well Plans", tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.
Shift to Leading Metrics: Drive the regional shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation).
Deliver Executive Read-outs: Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of AMER performance.
Manage Documentation Lifecycle: Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer asset standards (SBRs, MBRs, QBRs), and operational frameworks.
Capacity and Coverage Planning: Drive and support the resource planning process in partnership with Finance to ensure effective and efficient coverage of top priority accounts with aligned coverage strategies and priorities.