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Customer Success Operations Manager, EMEA

okta· 59 open roles

London, England On-siteFull-time1 weeks ago
Salaryest.
€80,000 - €140,000
Experience
Mid
Job Type
Full-time
Posted
1 weeks ago
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About This Role

The Customer Success Operations Manager, EMEA will play a pivotal role in shaping and scaling Okta's rapidly growing EMEA Customer First organisation. This role acts as the primary operational partner for the EMEA VP of Customer First and other senior CX leadership. The manager will establish and implement operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management. The goal is to maximise Net Revenue Retention and drive business growth. The manager will design, refine, and continuously optimise Management Systems, bridging the gap between corporate strategy and regional execution.

Key ResponsibilitiesAI-extracted

  • 1
    Establish and govern the Operating Rhythm of the CX organisation, ensuring critical cadences run effectively with high data quality
  • 2
    Drive Management System Optimisation, acting as the operational owner of the EMEA Customer First Management System
  • 3
    Enable Cross-Functional Handoffs, improving critical intersections between Sales, Renewals, Support, Professional Services, and Customer Success
  • 4
    Maintain Customer Lifecycle Visibility, keeping an uncompromised view of the broader customer lifecycle
  • 5
    Mitigate Risk via Path to Green, overseeing the execution and accountability of regional Get Well Plans
  • 6
    Provide Operational Muscle for Scaling, evaluating operational experiments to test new methodologies and optimise workflows

RequirementsAI-extracted

  • Demonstrated experience and success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model
  • Exceptional analytical and quantitative skills, with a deep understanding of the end-to-end customer journey and business outcome attainment
  • Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis
  • Outstanding collaboration and communication skills, with a proven ability to partner with cross-functional teams and gain buy-in
  • Deep experience with CRM and CS platforms, such as Salesforce.com and Gainsight, and data visualisation/reporting tools

Perks & BenefitsAI-extracted

Typically: Health coverage and insurance
Typically: Paid Time Off (PTO) and vacation days
Typically: Opportunities for professional growth and development
Typically: Access to cutting-edge technology and tools
Typically: Collaborative and dynamic work environment

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