Get to know OktaOkta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. Join our team! We’re building a world where Identity belongs to you.

The Product Led Growth Team

Okta is looking for a Customer Insights Manager, PLG to own the customer experience touchpoints and journey for the Auth0 product-led growth segment within Okta. This is an exciting opportunity for someone passionate about customer experience, research, gathering feedback, and executing on behalf of the customer.

The Customer Insights Manager Opportunity

The ideal candidate will be comfortable engaging one-on-one with customers, analyzing large data sets, and driving projects from start to finish. This role calls for someone who can bring creativity, build new processes, and effectively manage multiple projects with strong prioritization skills. Enthusiasm for communicating directly with customers, gathering insights from their feedback, and developing actionable recommendations for the business is essential for success in this position.

We are seeking someone with solid experience in analytics, project management, and communication. This Customer Insights Manager should be skilled at creating clear, accessible reports and presentations for a broad range of stakeholders, while also being comfortable communicating asynchronously. In this cross-functional, individual contributor role, you will support the self-service segment for Auth0 and collaborate with leaders across the organization to drive research-based improvements in the customer journey. You will work closely with Customer Success, Research, Product, Marketing, and Sales teams to ensure customer insights are shared with key partners, enabling data-driven, customer-focused decisions.

What you’ll be doing 

Customer Insights = Customer Research, Feedback and Analysis

• Passion for delivering an excellent customer experience.
• Understanding of the PLG landscape and best practices.
• Demonstrated experience executing customer research best practices.
• Owner of our NPS survey.
• Customer focused, KPI oriented decision making.
• Influential and effective presentation skills.
• Focus on gathering valuable insights from our PLG customers and turning those insights into action.
  • This will include building on and owning our PLG customer feedback loop.
  • Conducting and analyzing results of surveys, interviews and other ad-hoc research.
  • Sharing valuable insights with partnering teams where it makes sense and creating a solid customer experience strategy for the PLG audience.
• Map user journeys within the product, specifically related to onboarding and getting started.
  • Use product data and insights along with qualitative feedback to create solid recommendations related to the customer journey.
• Build out repeatable and scalable processes for analyzing and reporting on customer experience via in product analytics, surveys, interviews and focus groups. 
• Manage internal customer questions and feedback channels.
• Collaborate with cross-functional teams like Customer Success, Research, Product, Marketing and Sales.

What you’ll bring to the role

• 6+ years of experience in Customer/Product Research, Customer Experience, Project Management or related roles
• Ideally has PLG/self service experience within SaaS and has worked with a customer base of developers before
• BA/BS degree or related work experience
• Software skills desired: Advanced Google Spreadsheets/Excel, Analytics tools like Tableau/Looker, Customer/Product Analytics and Comms tools like Heap, Amplitude and Pendo, project management tools like Asana, Jira and Confluence, Communications tools like Slack/Teams
• Experience running customer feedback and research projects from ideation to completion
• Data-driven and KPI focused
• Strong leadership and communication skills
• Demonstrated ability to build processes and deliver solid insights while maintaining operational excellence
• Experience working remotely in a high-growth environment

#LI-Hybrid

#LI-MC1

Below is the annual salary range for candidates located in Canada. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental, and vision insurance, RRSP with a match, healthcare spending, telemedicine, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: https://rewards.okta.com/can.

What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

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 participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

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