Customer Success Operations Manager

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. The Revenue Strategy and Operations Team Revenue Strategy & Operations 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. The Customer Success Operations Manager Opportunity 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. What you’ll be doing 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 stakeholde…