Auth0 is a pre-IPO unicorn. We are growing rapidly and looking for exceptional new team members to add to our teams and will help take us to the next level. One team, one score. 

We never compromise on identity. You should never compromise yours either. We want you to bring your whole self to Auth0. If you’re passionate, practice radical transparency to build trust and respect, and thrive when you’re collaborating, experimenting and learning – this may be your ideal work environment. We are looking for team members that want to help us build upon what we have accomplished so far and make it better every day. N+1 > N.

Position Summary

We are looking for a Director of ​Customer Success Operations and Program Management ​to work on the global Customer Success team. The Director, Customer Programs will be responsible for building, managing and executing programs that deliver scale and consistency in our Customer Success organization and that positively impact our customers.

Responsibilities

• Enterprise Program Management
• Design, lead development and manage key internal and customer impacting projects that involve multiple internal stakeholders/departments, including:
• ○ Product Deprecations
• ○ Product Escalation Process
• ○ Others as defined
• Serve as the Customer Success lead for Critical Event/Incident Response process. Work as a lead member of the team on the development of process and then transition to serving on the core team with members from Product, Security, Marketing and Legal.
• CS Project & Campaign Management
• Drive internal and external operational process improvements across multiple CS teams and functions. Serve as process architect as required.
• Interface with CS leaders to identify and define strategies and initiatives that improve customer engagement and experience.
• Working with CS leaders to define CS related campaigns that improve on-boarding, engagement and retention (e.g. education and training campaigns, community engagement campaigns) and then assist with cross-organizational execution.
• Design and lead development of customer ready materials to enable and scale Customer Success team members; working in collaboration and partnership with other CS leaders.
• Own and maintain key departmental knowledge systems and processes.
• CS Operations
• Develop and manage the Customer Success Program Managers, who are responsible for the execution of key processes and projects.
• As required, serve as the project manager lead for critical and strategic CS projects.
• Tracking CS department quarterly Objectives and Key Results (N+1).

Skills and Abilities

• At least 10 years experience in an organization managing resources, tasks, and workflows in technical program management, systems engineering, IT and/or project/program management role.
• History of success working in one or more of the following practices: Technical Consulting, Customer Success, Project & Program Management or similar.
• Strong business acumen with a wide variety of practical experience in all aspects of business operations and program management.
• Exceptional proficiency in project management practices, processes and tooling.
• Strong proficiency in collaboration tooling and knowledge management tooling.
• Experience with sales and CS automation tools.
• Experience with data analytics tools such as Tableau. Proficiency with SQL is preferred.
• Experience in a fast-growing environment. SaaS experience a plus.
• Curiosity about how things work and dedication to continuous improvement.
• Empathy for business partners and the drive to help them achieve their goals.
• Detailed oriented, and self-motivated, with strong analytical skills.
• Excellent written and verbal communication skills.

Auth0’s mission is to help developers innovate faster. Every company is becoming a software company and developers are at the center of this shift. They need better tools and building blocks so they can stay focused on innovating. One of these building blocks is identity: authentication and authorization. That’s what we do. Our platform handles 2.5B logins per month for thousands of customers around the world. From indie makers to Fortune 500 companies, we can handle any use case.

We like to think that we are helping make the internet safer.  We have raised $210M to date and are growing quickly. Our team is spread across more than 35 countries and we are proud to continually be recognized as a great place to work. Culture is critical to us, and we are transparent about our vision and principles. 

Join us on this journey to make developers more productive while making the internet safer!