Customer Success Operations Manager, EMEA

About the Role

This role sits at the centre of Okta’s EMEA Customer First organisation and plays a key part in scaling operations across the region. Working within the EMEA GTM Operations team and in close partnership with the Global CX Operations team, the position supports the EMEA VP of Customer First and senior CX leaders by bringing structure, consistency, and operational discipline to Customer Success and Technical Account Management (TAM). The focus is on strengthening management systems, connecting strategy to regional execution, and helping improve Net Revenue Retention (NRR) across the customer lifecycle.

The opportunity is suited to someone who thrives in a fast-moving, high-growth environment, enjoys solving complex problems, and is motivated by continuous improvement, strong collaboration, and data-led decision-making.

Key Responsibilities

The role is responsible for setting operational standards, maintaining governance, and helping the Customer First organisation run with clarity and consistency across EMEA.

• Act as a dependable operational partner by working with Global Operations to keep processes aligned and avoid regional inconsistencies or isolated ways of working.
• Own and maintain the CX operating cadence, including Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences, ensuring full execution and strong data quality.
• Serve as the regional owner of the EMEA Customer First Management System, translating strategy into repeatable execution across KPIs, standards, and operating rhythms.
• Improve handoffs and coordination between Sales, Renewals, Support, Professional Services, and Customer Success to strengthen cross-functional execution.
• Maintain clear visibility across the full customer lifecycle, from purchase and planning through learning, deployment, adoption, growth, renewal, expansion, and advocacy.
• Track and manage regional Get Well Plans and Path to Green activity, including Churn Dollars Saved and progress against worst-case boundaries for at-risk segments.
• Support the shift toward leading indicators such as stakeholder expansion, outcome attainment, customer health targets above 80% green, and lead pass generation.
• Evaluate operational tests and initiatives, including key account programmes, to improve workflows and support scalable growth.
• Prepare and present Monthly and Quarterly Business Reviews for both regional and global audiences with a consistent, metrics-focused narrative.
• Own the quality, accuracy, and freshness of internal documentation such as playbooks, customer asset standards, and operational frameworks.
• Support resource and capacity planning so top-priority accounts are appropriately covered according to agreed coverage strategies and priorities.

Requirements

• Proven experience in GTM operations, customer success operations, or revenue operations, ideally in a SaaS and enterprise environment.
• Strong numerical reasoning, analytical thinking, and the ability to turn complex data into clear recommendations.
• Solid understanding of the end-to-end customer journey, enterprise software delivery, and business outcome achievement.
• Confidence using AI tools and applications to improve efficiency, automate processes, and support data analysis.
• Excellent communication and partnership skills, with the ability to work across teams and secure alignment.
• Comfort working in a fast-paced, high-growth setting with a continuous-improvement mindset and openness to change.
• Very high attention to detail, especially in relation to data quality, governance, and operational consistency.
• Hands-on experience with CRM and customer success systems such as Salesforce and Gainsight, along with reporting and visualisation tools.
• Experience assessing operational experiments and applying lessons learned to improve processes.
• Strong ability to collaborate with both global and local stakeholders as part of a unified team.

Additional Information

Okta positions itself as a company focused on securing every identity, from AI to human, and emphasizes building trusted infrastructure for the AI era. The organisation highlights speed, urgency, ownership, and excellence as important ways of working.

Equal Opportunity and Accommodation

Okta is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics, including 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 allowed by law.

If you need a reasonable accommodation during any part of the application, interview, or onboarding process, a request form is available for support.

Automated Hiring Notice

Applicants or employees residing in New York City should note that Okta may use automated employment decision tools, including AI- or machine-learning-based systems, in its hiring process. A separate NYC AEDT notice is available for affected candidates and employees in line with local law.

Workplace and Onboarding

Okta describes its global workforce as spanning more than 20 offices worldwide and places importance on in-person connection. New hires begin with an immersive onsite onboarding experience designed to accelerate contribution and build early connection with the team and mission.

Benefits and Culture

• Support for well-being
• Commitment to social impact
• Talent development and a strong sense of community