# Customer Success Incident Manager

**Company:** [Okta](https://hotfix.jobs/companies/okta)
**Location:** Bellevue, WA, Chicago, IL
**Role:** Customer Success
**Salary:** $104k – $143k/yr
**Experience:** 3+ years
**Skills:** Incident Management, Root Cause Analysis, Saas Support, Trend Analysis, Customer Communication, Process Improvement, Cross-Functional Collaboration, Training And Mentoring, Status Page Management, P1 Case Handling
**Posted:** 2026-06-22

> Manage critical trust and P1 incidents for Auth0 by Okta, driving customer communications, RCAs, and process improvements while mentoring support staff. Requires 3+ years SaaS incident management experience and strong cross-functional communication skills.

## Job Description

## Job Duties and Responsibilities
- Work with a global mindset as part of a team of Escalation Managers and Incident Managers
- Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions
- Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
- Utilize business and technical skills to effectively manage incidents, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
- Manage customer-facing communications for Incidents (status page posts, RCA’s etc), explaining the details of disruption, the impact on customer applications and how we are working towards resolution
- Create and execute a data-driven incident get-well plan
- Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress
- Develop strong partnerships internally with Sales, Services, Support and Engineering
- View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders
- Partner with engineering on the timely completion of all RCAs related to trust events
- Manage and track schedules and rotations for trust events
- Develop and manage trust event drills for support personnel
- Take ownership of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications
- Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling

## Minimum Knowledge, Skills, and Abilities
- Demonstrated experience in managing Trust and P1 case handling processes
- 3+ years in enterprise technical support incident management in the SaaS industry
- Excellent relationship management, customer service and communication skills (verbal and written)
- Experience in managing and rolling out large scale processes
- Experience in trend analysis and presentation
- Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
- Ability to work independently with little direct supervision and as a part of a team
- Able to work cross functionally in proposing solutions for the betterment of the customer experience
- Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)

## Strongly Desired Knowledge, Skills, and Abilities
- Experience in working in Cloud Support and/or Engineer organizations
- Strong communication and presentation skills up to VP/SVP level
- Experience in training and mentoring employees
- Strong analytical and organizational abilities

**Note:** Required hours are Monday-Friday 7am-3pm PT with on-call requirement on Friday, Saturday, Sunday on alternating weeks.

## Similar roles

- [Customer Success Manager (Spanish Speaking)](https://hotfix.jobs/jobs/4dc19e40-0baa-414b-a35e-81629572b3a6) - Orchard - Santa Rosa, CA - $105k – $145k/yr
- [Customer Success Manager, Enterprise Agency](https://hotfix.jobs/jobs/36e9caa4-1801-428f-854e-0f9eaf32e1de) - Muck Rack - Remote - $105k – $125k/yr
- [Customer Success Manager](https://hotfix.jobs/jobs/40311c56-57b8-4ec5-86fd-59b242ce0726) - Assembled - San Francisco, CA - $105k – $160k/yr
- [Customer Success Manager](https://hotfix.jobs/jobs/59a32852-8d78-4bb6-b18b-6945553bbf46) - Orchard - Santa Rosa, CA - $105k – $145k/yr
- [Cyber Resilience Advisor](https://hotfix.jobs/jobs/da12e5a5-9fa9-432f-8bb2-044acc62efdd) - Immersive - Remote - $106k – $145k/yr

**Apply:** https://hotfix.jobs/jobs/3248adff-e7c9-4c0c-9712-2fc06ac05aa1
**Canonical:** https://hotfix.jobs/jobs/3248adff-e7c9-4c0c-9712-2fc06ac05aa1