Senior Manager of Customer Success Operations, Okta
$152-228k
Plus bonus
Management platform securing resources from cloud to ground
Job no longer available
Management platform securing resources from cloud to ground
1001+ employees
Job no longer available
$152-228k
Plus bonus
1001+ employees
Company mission
To improve the connections between people and tools to make companies more productive and secure.
Role
Who you are
- PMP certification or equitable direct experience is preferred
- 10+ plus experience with Customer success/customer Marketing/Project management
- Experience with tools such as Tableau and Salesforce is required
- Experience with Gainsight is preferred
What the job involves
- The Senior Manager, Customer Success Operations position is responsible for designing, executing, and optimizing strategic programs that support and elevate the Customer Success Management and Technical Account Management teams
- This role explicitly seeks a senior-level candidate with significant experience managing high visibility initiatives and communicating at all organizational levels
- The role will cover global regions and understand localization nuances, requiring proven experience managing programs and teams in a global, distributed environment
- In this role, you will work with the Success leaders and cross-functional teams like Enablement, Digital, Data and Insights, and Product to identify, prioritize, and drive initiatives that empower the CS/TAM teams to achieve their best performance
- The programs designed will improve the team's skills, increase impact in our customer engagements, and fuel company growth
- The hands-on aspects of the role require excellent program management skills to develop initiative plans, actions, and teams and manage the progress of each work stream
- Success for this role involves interpreting a range of priorities into actionable plans, proactively staying aligned with CS/TAM Executive Leadership and their strategic goals for the Fiscal Year, advising and supporting CS/TAM leadership, and collaborating with cross-functional teams to deliver new and improved programs rapidly to our team
- Partner with CS/TAM leaders and cross-functional teams to develop short- and long-range CS/TAM strategy
- Drive annual organizational projects by defining strategic initiatives and portfolio structure, leveraging business analysis and data-driven decision-making. Own the process for tracking, holding project teams accountable and mitigating risks
- Translate vision into executable programs by converting CS/TAM leadership direction and organizational priorities into structured plans
- Manage content for program rollouts (e.g., internal playbooks and toolkits, landing pages, operating guides)
- Lead structured communication and change management during launches, including email campaigns, video updates, and stakeholder engagement
- Gather and incorporate feedback from CS/TAM teams and regional leads (through COE sessions and direct engagement with individual contributors) to continuously improve programs and execution
- Drive accountability for the business impact of programs
- Standardize and maintain frameworks for value realization, customer lifecycle management, and scalable best practices across all CS/TAM segments
- Collaborate cross-functionally to ensure seamless process and tool alignment with evolving CS/TAM needs
- Work with Operations and CS/TAM leaders to drive campaigns that improve behavior and encourage consistent tool usage (e.g., Gainsight)
- Leverage data, recommend focus areas for CS/TAM behavioral improvements, track adoption, and remove roadblocks
- Integrate customer feedback into program refinement, enhancing product alignment and CS/TAM delivery models
- Drive transformational operational improvements, optimizing processes for efficiency and productivity, and leveraging data for measurable business outcomes
- Apply PMO-level discipline (planning, priorities, risk management, etc.) in a lean, agile way
- Adapt programs to meet regional nuances while ensuring consistency with global standards and Okta’s cultural values
- Maintain a global consistency with local flex by building programs and solicit participation from teams across the globe to ensure scalability and governance, allowing for minimal tailoring
Our take
Okta started off as an identity company where organisations, large and small, could tap into the company to have a single sign-on interface to access all cloud applications now centralised. Okta has since expanded to provide identity management at the device as well as the server level.
The new approach towards network security is increasingly based on identification and authentication, and Okta is on track to become the go-to vendor in the space. They aim to do so by developing products that enable people to access applications and other tools more smoothly and securely than ever before.
Okta has taken strides towards expansion through significant employee growth and shuffling executive leadership. The company has also made lateral moves such as tackling governance concerns, opening up new paths for revenue.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2015
$75m
SERIES F
Jun 2014
$75m
SERIES E
Total funding: $229.3m
Company benefits
- Work from home opportunities
- Health + Wellness
- Financial Benefits
- Pay + Incentives
- Time Off
- Everyday Living
- Resources
Company HQ
The East Cut, San Francisco, CA
Leadership
Todd McKinnon
(CEO)VP of Development at Salesforce.com and has nearly a decade of experience in various engineering and leadership roles at PeopleSoft.
Frederic Kerrest
(Vice Chairman)Worked in Sales and Business Development at Salesforce.com, and previously co-founded high-tech consulting firm Meridian Global Solutions.
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