# Customer Success Operations Manager

**Company:** [Okta](https://hotfix.jobs/companies/okta)
**Location:** Toronto, Canada
**Role:** Revenue Operations
**Salary:** CA$112k – CA$154k/yr
**Experience:** 7+ years
**Skills:** Salesforce, Gainsight, Customer Success Operations, Revenue Operations, Data Analysis, Data Visualization, AI Tools, Process Automation, Change Management, Data Governance
**Posted:** 2026-08-06

> This role optimizes AMER customer success operations by governing processes, operating cadences, lifecycle visibility, reporting, and cross-functional handoffs. It requires 7+ years in GTM, customer success, or revenue operations, strong analytical skills, and Salesforce expertise.

## Job Description

## Responsibilities
- Partner with Global Operations to maintain consistent customer success processes and prevent regional drift while supporting AMER growth.
- Govern the Customer Experience operating rhythm, including Get Well Plans, Account Reviews, Path to Green reviews, and leader cadences.
- Own and optimize the AMER Customer Success Management System across KPIs, standards, and operating cadences.
- Improve handoffs and alignment among Sales, Renewals, Support, Professional Services, Technical Account Management, and Customer Success.
- Maintain visibility across the customer lifecycle from purchase and planning through advocacy.
- Oversee regional Get Well Plans and track churn dollars saved to mitigate risk in at-risk segments.
- Shift reporting toward leading metrics such as stakeholder expansion, outcome attainment, customer health, and lead pass generation.
- Prepare and lead monthly and quarterly business reviews for regional and global stakeholders.
- Maintain accurate, current internal documentation, playbooks, customer asset standards, and operational frameworks.
- Support capacity and coverage planning with Finance for priority accounts.

## Requirements
- 7+ years of experience with demonstrated success in go-to-market operations, customer success operations, or revenue operations, preferably in a SaaS and enterprise business model.
- Strong Salesforce proficiency; experience with other CRM systems is also considered.
- Exceptional analytical and quantitative skills, including experience with complex datasets, data visualization, and reporting tools.
- Deep understanding of the end-to-end customer journey, enterprise software lifecycle, and business outcome attainment.
- Strong ability to use AI tools and applications for operational efficiency, process automation, and data analysis.
- Excellent written and verbal communication and cross-functional collaboration skills.
- Growth mindset with experience in continuous improvement, change management, data governance, and operational rigor.
- Proven ability to evaluate operational experiments, apply learnings, optimize workflows, and align global and local stakeholders.

## Nice-to-haves
- Experience with Gainsight or other customer success platforms.

## Compensation and Benefits
- Annual base salary for candidates in Canada: **$112,000–$154,000 CAD**.
- Equity, bonus, health, dental, and vision insurance.
- RRSP matching, healthcare spending, telemedicine, and paid leave, including PTO and parental leave.

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