At a Glance
- Tasks: Lead operations for Customer Success in EMEA, optimising processes and driving growth.
- Company: Join Okta, a leader in securing identities and enabling AI innovation.
- Benefits: Competitive salary, wellness support, and a vibrant community culture.
- Other info: Be part of a global team dedicated to innovation and connection.
- Why this job: Make a real impact in a fast-paced environment while shaping customer success strategies.
- Qualifications: Experience in GTM or customer success operations, strong analytical skills, and a collaborative mindset.
The predicted salary is between 60000 - 80000 £ per year.
Secure Every Identity, from AI to Human. Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
The Senior Manager, Customer First Operations, EMEA will play a pivotal role in shaping and scaling our rapidly growing EMEA Customer First organisation. Sitting within our EMEA GTM Operations team, working closely with the Global CX Operations team, this role acts as the primary operational partner for the EMEA VP of Customer First and other senior CX leadership. You will be responsible for establishing and implementing operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management (TAM), while working closely with adjacent teams including Renewals, Support, and Professional Services.
In this role, you will design, refine, and continuously optimise our Management Systems, bridging the gap between corporate strategy and regional execution to maximise Net Revenue Retention (NRR). We are looking for an experienced, highly collaborative candidate with a growth mindset, exceptional analytical skills, and an appetite for constant improvement. You will be tasked with integrating the customer journey from sales through to customer success, ensuring that global and local standards are consistently adhered to and operate in support of our aggressive growth targets.
Responsibilities- Be a trusted operational guardrail: Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support EMEA growth.
- Establish and govern the Operating Rhythm: Maintain and govern the "operating rhythm" of the CX organisation. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality.
- Drive Management System Optimisation: Act as the operational owner of the EMEA Customer First Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences.
- Enable Cross-Functional Handoffs: Actively drive Customer First execution by working with operations peers to improve critical intersections. Optimise the handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
- Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase: Purchase & Plan, Learn, Deploy & Adopt, Use & Grow, Renew & Expand, and Advocate.
- Mitigate Risk via "Path to Green": Oversee the execution and accountability of regional "Get Well Plans", tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.
- Shift to Leading Metrics: Drive the regional shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation).
- Provide Operational Muscle for Scaling: Evaluate operational experiments (e.g. Key Account initiatives) to test new methodologies, optimise workflows, and scale the organisation efficiently.
- Deliver Executive Read-outs: Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of EMEA performance.
- Manage Documentation Lifecycle: Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer asset standards (SBRs, MBRs, QBRs), and operational frameworks.
- Capacity and Coverage Planning: Drive and support the resource planning process to ensure effective and efficient coverage of top priority accounts aligning with aligned coverage strategies and priorities.
- Demonstrated experience and success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model.
- Exceptional analytical and quantitative skills; good with numbers, highly logical in thinking, and capable of driving sound decision-making from complex data.
- 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 strong growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments.
- Extreme attention to detail, specifically regarding data hygiene, governance, and operational rigour.
- Deep experience with CRM and CS platforms (e.g. Salesforce.com, Gainsight) and data visualisation/reporting tools.
- Proven track record of evaluating operational experiments and implementing successful learnings to optimise workflows.
- True team player who is comfortable working with both global and local stakeholders to unify strategies.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Okta. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Okta before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Operations Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Okta:Your cover letter is your chance to shine! Tell us why you want to work at Okta specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Okta!
How to prepare for a job interview at Okta
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
