Manager, Customer First Operations, APJ
Okta
Bengaluru, IndiaPosted 1 month ago
Skill Required
Business Operations-150System DesignBusiness AnalysisSalesforceanalyticalbuildingwrittendesignIAMAI
Key highlights
- Onsite role (#LI-Onsite)
- Career growth potential towards Director-level position
Role overview
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. The Manager, Customer First Operations, APJ will play a pivotal role in shaping and scaling our rapidly growing APJ Customer First organisation. Reporting to our APJ GTM Strategy & Operations leadership team, you will be the primary business partner for the APJ 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 Sales, Pre-Sales, 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). This role offers strong potential for career growth and progression towards a Director-level position.
Responsibilities
- Synthesise qualitative feedback from CSM content and call recordings. Review and identify recurring market trends and customer pain points.
- Act as a strategic advisor to the Leadership Team (LT), providing data-backed guidance on operational gaps and resourcing needs.
- Prepare and lead monthly and quarterly business reviews (MBR/QBR) for regional and global stakeholders, ensuring a unified narrative of CX performance.
- Drive the shift from only focusing on Renewal & Expansion rates to adding leading indicators like Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation.
- Establish and maintain the 'operating rhythm' of the CX org, ensuring all critical governance meetings occur on schedule with clear objectives.
- Own the lifecycle of internal documentation, ensuring playbooks and other frameworks (e.g., 'Path to Green'), and action items are accurately tracked and completed.
- Ensure that regional teams are lifting our standards by identifying gaps and areas of opportunity.
- Drive the resource planning process, aligning headcount, ratios, and coverage models so top-priority accounts and segments receive the right level of investment.
- Collate feedback and communicate system and reporting changes required to the systems that support our business.
- Evaluate and pilot new operating models and initiatives (e.g., Key Account programs) to test methodologies, optimise workflows, and build the operational foundation for continued APJ growth.
- Partner closely with Sales, Global Operations & Strategy, and other Customer First leaders across APJ to align on priorities, share insights, and ensure regional plans are consistent with global strategy.
Requirements
- Demonstrated experience and success in customer success 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, building slides 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.
Benefits
- Supporting Your Well-Being
- Driving Social Impact
- Developing Talent and Fostering Connection + Community
- Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.
Additional details
- This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
- 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.
- Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.
- #LI-Onsite
- P25441