Customer Success Operations Manager

Okta
Toronto
Workplace: HybridFull timeCAD 112,000 - 154,000 annuallyFunction: Business OperationsExperience: 7+ yearsSkills: ["Analytical skills","Communication","Collaboration","Change management","Growth mindset"]

Design, refine, and continuously optimize Customer Success Management Systems to maximize Net Revenue Retention (NRR). Establish CX operating rigor across AMER by governing KPIs, standards, and operating cadences, and overseeing “Path to Green” execution. Serve as the operational partner to senior Customer Success leadership, coordinate cross-functional handoffs with TAM, Renewals, Support, and Professional Services, and lead data-driven MBR/QBR executive read-outs.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Okta
Okta
1 month ago

Customer Success Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Design, refine, and continuously optimize Customer Success Management Systems to maximize Net Revenue Retention (NRR). Establish CX operating rigor across AMER by governing KPIs, standards, and operating cadences, and overseeing “Path to Green” execution. Serve as the operational partner to senior Customer Success leadership, coordinate cross-functional handoffs with TAM, Renewals, Support, and Professional Services, and lead data-driven MBR/QBR executive read-outs.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Act as operational guardrail and partner with Global Operations to maintain strict process consistency and prevent regional drift.
  • •Establish and govern the CX “operating rhythm,” ensuring key cadences run with high execution and data quality.
  • •Own optimization of the AMER Customer Success Management System across KPIs, standards, and operating cadences.
  • •Drive cross-functional handoffs across Sales, Renewals, Support, Professional Services, and Customer Success.
  • •Lead executive Monthly and Quarterly Business Reviews (MBR/QBR) and oversee “Path to Green” execution for at-risk segments.

Pay and Benefits

Salary: CAD 112,000 - 154,000 annually
Perks:Health InsuranceDentalVisionPaid LeaveTelemedicineRrsp

Key Requirements

  • •7+ years of experience in GTM operations, customer success operations, or revenue operations in a SaaS and Enterprise environment.
  • •Proficiency in Salesforce; experience with CS platforms such as Gainsight is a plus.
  • •Exceptional analytical and quantitative skills with complex data sets, reporting, and decision-making.
  • •Deep understanding of the end-to-end customer journey and enterprise software lifecycle.
  • •Strong ability to leverage AI tools for operational efficiency, automation, and data analysis.
Experience:7+ yearsSaaSEnterprise
Skills:Analytical skillsCommunicationCollaborationChange managementGrowth mindset
Languages:English
Tech Stack:SalesforceGainsight

Company Brief

Okta
Provides identity and access management cloud solutions that help organizations secure and manage user authentication, single sign-on, multi-factor authentication, and lifecycle management across applications and devices.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn