Senior Manager, Customer Success Operations

Get to know Okta

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 Sa