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About the Role

Okta is building the trusted, neutral infrastructure to enable organizations to safely embrace AI. This role is an opportunity to do career-defining work on a mission-driven team focused on driving operational excellence across the revenue organization.

Responsibilities

• Design, refine, and continuously optimize Customer Success Management Systems to maximize Net Revenue Retention (NRR).
• Establish operations rigor and standards across the CX organization, ensuring global and local standards are consistently adhered to.
• Serve as the primary operational partner to the AMER VP of Customer Success and senior CX leadership.
• Coordinate with adjacent teams including Technical Account Management (TAM), Renewals, Support, and Professional Services.
• Partner deeply with Global Operations to define and maintain strict consistency across processes.
• Maintain and govern the operating rhythm of the CX organization, ensuring critical cadences run effectively.
• Act as the operational owner of the AMER Customer Success Management System, translating strategy into predictable regional execution.
• Improve critical intersections and optimize handoffs between Sales, Renewals, Support, Professional Services, and Customer Success.
• Maintain an uncompromised view of the broader customer lifecycle through every major phase.
• Oversee the execution and accountability of regional "Get Well Plans" to proactively transition at-risk segments back to health.
• Drive the regional shift from lagging performance indicators to leading ones.
• Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders.
• Own the quality, freshness, and accuracy of the internal documentation repository.
• Drive and support the resource planning process in partnership with Finance to ensure effective and efficient coverage of top priority accounts.

Requirements

• 7+ years of experience and demonstrated success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model.
• Proficiency in Salesforce (highly preferred); additional experience with CS platforms such as Gainsight is a plus.
• Exceptional analytical and quantitative skills with the ability to work with complex data sets, leverage data visualization and reporting tools, and drive sound decision-making.
• Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, 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 (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.
• A growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments with extreme attention to detail regarding data hygiene, governance, and operational rigor.
• Proven track record of evaluating operational experiments, implementing successful learnings to optimize workflows, and serving as a true team player comfortable working with both global and local stakeholders to unify strategies.

Skills

• Salesforce
• Gainsight
• Data Visualization
• Reporting Tools
• AI Tools
• Process Automation
• Data Analysis
• Collaboration
• Communication (Written and Verbal)
• Change Management

Location

• AMER

Work Type

• Hybrid

Experience Level

• 7+ years

Salary/Compensations

• $112,000—$154,000 CAD

Benefits

• Equity (where applicable)
• Bonus
• Health insurance
• Dental insurance
• Vision insurance
• RRSP with a match
• Healthcare spending
• Telemedicine
• Paid leave (including PTO and parental leave)

About the Company

• Okta is building the trusted, neutral infrastructure that enables organizations to safely embrace AI.
• The Revenue Strategy and Operations Team 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.
• We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate.
• Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Equal Opportunity

• 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.
• Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.