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Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.
Join our team! We’re building a world where Identity belongs to you.
Senior Manager, Customer Success Operations
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.
What you'll be doing
Program Strategy and Execution
- 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.
Operational Excellence, Transformation and Efficiency
- 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.
Global Alignment and Localization
- 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.
What you'll bring to the role
- 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
#LI-Hybrid
#LI-CM1
Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.
What you can look forward to as a Full-Time Okta employee!
- Amazing Benefits
- Making Social Impact
- Developing Talent and Fostering Connection + Community at Okta
Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.
Some roles may require travel to one of our office locations for in-person onboarding.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.
Okta Chicago, Illinois, USA Office
123 N Wacker Drive, Chicago, IL, United States, 60606
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