Customer Insights Manager, Product Led Growth

3 weeks ago

Toronto, Canada Okta Full time

**Get to know Okta**

Okta 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**

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

**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

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