Okta
Customer Success Operations Manager
Toronto, Ontario, Canada
Sponsorship not specified$112k-$154kDetected 2 days ago
Machine LearningData VisualizationSalesforceAccount ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI.
- The Revenue Strategy and Operations Team Revenue Strategy & Operations sits at the heart of our organization, driving operational excellence across our entire revenue organization.
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.
- Drive Management System Optimization: Act as the operational owner of the AMER Customer Success Management System.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
- Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.
- Proficiency in Salesforce (will consider other CRMs, but Salesforce experience is highly preferred); additional experience with CS platforms such as Gainsight is a plus.
Nice to have
- Proficiency in Salesforce (will consider other CRMs, but Salesforce experience is highly preferred)
- additional experience with CS platforms such as Gainsight is a plus.
Skills
- Secure Every Identity, from AI to Human
- Identity is the key to unlocking the potential of AI.
- This is an opportunity to do career-defining work.
- The Revenue Strategy and Operations Team
- Revenue Strategy & Operations sits at the heart of our organization, driving operational excellence across our entire revenue organization.
- The Customer Success Operations Manager Opportunity
- What you'll be doing
Compensation
- Below is the annual salary range for candidates located in Canada.
- Your actual salary will depend on factors such as your skills, qualifications, and experience.
- The annual base salary range for this position for candidates located in Canada is between:
- The annual base salary range for this position for candidates located in
Benefits
- shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation).
- To learn more about our Total Rewards program, please visit: https://rewards.okta.com/can.
This listing is sourced directly from Okta's careers page and normalized into a canonical job model.