Customer Success Operations Manager, EMEA

Role overview

Okta is seeking a Senior Manager for Customer First Operations in the EMEA region to help shape and scale a fast-growing customer organisation. The role sits in the EMEA GTM Operations function and works in close partnership with the global CX Operations team, acting as the main operational contact for the EMEA VP of Customer First and senior customer experience leaders.

You will help build process discipline and operating standards across Customer Success and Technical Account Management, while collaborating with teams such as Renewals, Support, and Professional Services. A major part of the role is to refine and run the management system that connects company strategy to regional execution and supports stronger net revenue retention.

Okta describes its mission as securing identity in an AI-driven world by providing trusted infrastructure that helps organisations adopt new technology safely. The company looks for people who move quickly, take ownership, and enjoy solving complex problems with real business impact.

What you will do

• Work with global operations to keep processes aligned and avoid regional inconsistency or isolated ways of working.
• Own and improve the customer experience operating cadence, making sure recurring reviews and planning forums such as Get Well Plans, Account Reviews, Path to Green reviews, and leader cadences are executed consistently and with strong data quality.
• Run the EMEA Customer First management system and help convert strategy into reliable regional delivery across KPIs, standards, and operating cadences.
• Improve handoffs and coordination across Sales, Renewals, Support, Professional Services, and Customer Success.
• Maintain visibility across the full customer lifecycle, from purchase and planning through learning, deployment, adoption, usage, growth, renewal, expansion, and advocacy.
• Lead follow-up on regional recovery plans and track churn dollars saved against worst-case boundaries to move at-risk accounts back on track.
• Help the region move from lagging indicators to leading indicators such as stakeholder expansion, outcome attainment, green health targets above 80%, and lead pass generation.
• Support operational experiments, including key account initiatives, to test new approaches and improve scale and efficiency.
• Prepare and present monthly and quarterly business reviews for regional and global audiences with a clear metrics-led story of EMEA performance.
• Own the quality and upkeep of internal documentation, including playbooks, SBRs, MBRs, QBRs, and other operating frameworks.
• Support capacity and coverage planning to ensure the right accounts are covered according to priority and coverage strategy.

What the company is looking for

• Proven background in GTM operations, customer success operations, or revenue operations, ideally in a SaaS or enterprise environment.
• Strong analytical and numerical ability, with a logical approach to decision-making from complex information.
• Good understanding of the customer journey, enterprise software lifecycle, and how business outcomes are delivered.
• Comfort using AI tools and applications to improve efficiency, automate work, and analyse data.
• Excellent written and verbal communication skills with the ability to work across functions and gain alignment.
• Growth-oriented mindset with experience handling change in fast-moving, performance-driven environments.
• Very high attention to detail, especially in data hygiene, governance, and operational discipline.
• Hands-on experience with CRM and customer success tools such as Salesforce.com and Gainsight, along with reporting and data visualisation platforms.
• Experience running operational tests or pilots and turning the results into workflow improvements.
• Team-first approach and comfort working with both global and local stakeholders.

Additional information

Okta offers an in-person onboarding experience designed to help new joiners connect with the mission, the team, and the wider global community from day one.

The company also highlights its commitment to employee well-being, social impact, and talent development through connection and community.

Equal opportunity notice

All qualified applicants will be considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, disability, or veteran status. The company also considers applicants with arrest and conviction records, where permitted by law.

If you need a reasonable accommodation for the application, interview, or onboarding process, a request form is available.

Automated hiring notice

For New York City applicants and employees, Okta may use automated employment decision tools, including AI or machine-learning based systems, to support recruitment and hiring. A separate NYC AEDT notice is available for eligible applicants.