Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Shaping and scaling the EMEA Customer First organization by establishing operational rigor and standards with an accent on data-driven management systems and cross-functional alignment. Focus on bridging corporate strategy with regional execution to maximize Net Revenue Retention (NRR) and optimizing the end-to-end customer lifecycle.

Location: Onsite in Dublin, Ireland

Company

Okta is a global leader in identity and access management, providing secure infrastructure that enables organizations to safely embrace AI and digital transformation.

What you will do

• Partner with Global Operations to define and maintain consistent processes across the EMEA region.
• Govern the CX operating rhythm, including leadership cadences, account reviews, and performance planning.
• Optimize cross-functional handoffs between Sales, Renewals, Support, and Professional Services.
• Drive the regional shift from lagging performance indicators to leading metrics like outcome attainment and customer health.
• Prepare and lead comprehensive Monthly and Quarterly Business Reviews for regional and global stakeholders.
• Manage the internal documentation repository, including playbooks and operational frameworks.

Requirements

• Must be based in or able to work onsite in Dublin, Ireland.
• Demonstrated experience in GTM operations, customer success operations, or revenue operations within a SaaS/Enterprise model.
• Exceptional analytical skills with proficiency in CRM and CS platforms like Salesforce and Gainsight.
• Strong understanding of the end-to-end enterprise software customer journey.
• Proven ability to leverage AI tools for process automation and operational efficiency.
• Excellent communication skills with a track record of driving cross-functional collaboration.

Culture & Benefits

• Global community spanning over 20 offices worldwide.
• Immersive, in-person onboarding experience.
• Commitment to social impact and community connection.
• Equal Opportunity Employer with a focus on inclusive hiring practices.
• Comprehensive well-being and talent development programs.