Customer Success Incident Manager

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 ideal Auth0 Trust Incident Manager is an independent "problem identifier and solver" who is driven by going the distance to make Auth0 by Okta's customers and support teams successful. As this is a high visibility role with both Auth0 and Okta customers, the ideal candidate is an articulate and seasoned expert with strong business acumen and executive presence who can work across levels of internal (Auth0) and external organizations (customers) to drive improvements in the betterment of the customer experience.

• 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, RCAs, etc.), explaining the details of disruption, the impact on customer applications and how we are working toward 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

• 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)

• 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

Applicants must reside within 50 miles of our Chicago or Bellevue offices, and will be expected to be in office 2x/week.

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Okta is an Equal Opportunity Employer.

Below is the annual base salary range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York, and Washington. Your actual base salary will depend on factors such as your skills, qualifications,…