Customer Success Incident Manager (SaaS)

TL;DR

Customer Success Incident Manager (SaaS): Managing and resolving high-visibility trust incidents for Auth0 by Okta to ensure customer success and system reliability with an accent on incident strategy and executive communication. Focus on developing incident management processes, coordinating cross-functional resolutions, and authoring public-facing trust communications.

Location: Must reside within 50 miles of Chicago, IL or Bellevue, WA; Hybrid (expected in office 2x/week)

Salary: $104,000 — $143,000 USD

Company

Okta is a leading identity management company building trusted infrastructure to secure identities from AI to humans.

What you will do

• Develop and maintain Trust Support Incident strategies, recommending improvements to people, processes, and technology.
• Lead the resolution of critical service disruptions by collaborating with on-call engineers and monitoring activity data.
• Manage customer-facing communications, including status page posts and Root Cause Analysis (RCA) reports.
• Coordinate cross-functionally with Sales, Services, Support, and Engineering to resolve blockers for customers.
• Create data-driven "get-well" plans and manage trust event drills for support personnel.
• Mentor and train staff on P1 and trust communication protocols.

Requirements

• Must reside within 50 miles of Chicago, IL or Bellevue, WA.
• Work format: Hybrid (expected in office 2x/week).
• 3+ years of experience in enterprise technical support incident management within the SaaS industry.
• Proven experience managing Trust and P1 case handling processes.
• Ability to work a flexible schedule, including on-call rotations on alternating weekends.
• Strong business acumen and executive presence for communicating with VP/SVP levels.

Nice to have

• Experience working within Cloud Support or Engineering organizations.
• Strong analytical and organizational abilities for trend analysis and presentation.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) plan and flexible spending accounts.
• Paid leave, including PTO and parental leave.
• Immersive in-person onboarding experience to accelerate impact.
• Global community spanning over 20 offices worldwide.