Customer Success Incident Manager

Location

US Remote; US Remote East Coast; US Remote Central; US Remote West Coast

Description

Awesome tech is made by awesome people. And we’re always looking for new team members who bring the energy, passion, commitment, and collaboration that has made Auth0 the great company it is today.

So what do we exactly build? Auth0 is an authentication and authorization platform designed by developers for developers. Basically, we make companies’ login boxes safe, secure, and seamless for anyone logging in. Our mission is to secure the world’s identities so innovators can innovate. But it’s a big mission that requires a lot of teamwork.

Words, code, or people, whatever your skill, there’s a place for you here

Awesome tech is made by awesome people. And we’re always looking for new team members who bring the energy, passion, commitment, and collaboration that has made Auth0 the great company it is today.

So what do we exactly build? Auth0 is an authentication and authorization platform designed by developers, for developers. Basically, we make companies’ login boxes safe, secure, and seamless for anyone logging in. Our mission is to secure the world’s identities so innovators can innovate. But it’s a big mission that requires a lot of teamwork.

Words, code, or people, whatever your skill, there’s a place for you here.

We are looking for a Customer Success Incident Manager to join our growing Customer Success Operations team. You will manage all customer-facing actions and communications during and after production outages and service disruptions. Your primary objective is to foster the best customer experience possible during these high-stress times.

In this role you will lead the incident response for the Customer Success team. Keep our customer-facing teams informed of what is happening, field questions during and after the incident. A large portion of the role involves drafting sensitive customer-facing documents including Root Cause Analysis, SLA Credit messaging, and other written content.

Some of the things you will be doing include:

  • Notify customer-facing teams when an incident occurs with initial details. Continue to keep customer-facing teams informed as the incident progresses.
  • Coordinate responses and field questions for customer-facing team members while an incident is ongoing. At times, this may include partnering with Auth0 Marketing and Social teams.
  • Collaborate with Support on timely updates to our status page.
  • Interact with technical incident response teams to gather details on incident impact, progress, time to resolution, and other information which will help inform customers and internal customer-facing teams.
  • Track and coordinate any post-incident follow-up including service credits.
  • Write and deliver external Root Cause Analysis (RCA) reports including routing RCA through review and approval processes within SLA.
  • Track and report on incident data, SLA requests and amount, and other customer experience-related incident metrics that may be identified.
  • Assess incidents to identify trends both from the product and customer experience side. Updating processes as needed to improve customer experience and/or gain efficiencies.
  • Attend weekly incident review calls with Engineering.
  • Track Incident Mitigation Actions/Action items. Update high severity RCAs every two weeks with status of Mitigation Action/Action Items.
  • This role involves on-call responsibilities with a 24/7 on-call with a week off following. On-call schedules are subject to change.

What we're looking for in you:

  • Deep understanding of software operations, preferably across modern SaaS or systems development environments, which will help you ramp up quickly in our business.
  • Excellent verbal and written communication as writing sensitive customer-facing documents is an important part of the role.
  • Ability to preemptively consider and address likely customer questions and concerns.
  • Strategic thinker. One of our core values (N+1 > N) is to encourage and promote innovation by all team members.
  • We are scaling rapidly and being self-motivated, a quick learner, fast researcher will help you thrive in our fast-paced and ever changing environment.
  • Strong prioritization skills and bias for action. Things move quickly which creates a need for swift decisions and managing competing priorities.
  • Utilize questions to clarify priorities, drive sustainable problem solving and uncover gaps. Provide clarity on projects with a significant amount of uncertainty in scope and definition.
  • We are a distributed workforce; therefore being comfortable in a remote working environment will help you thrive.
  • Desire to work with a great team, want to be challenged, and be part of a company who will invest in you.

Auth0 makes the internet safer by safeguarding billions of login transactions each month.

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. We practice N+1>N which applies to everything from our people to how we iterate our tech; we believe in one team, one score; and we give a shit about everything we do.

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet all the job criteria. We aren’t looking for someone who ticks every single box on a page; we’re looking for lifelong learners and people who can make us better with their unique experiences. If you think you’d be a great fit, then please get in touch to tell us about yourself.

Auth0, recently acquired by Okta, is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law. Auth0 participates in E-Verify and will confirm work authorization for candidates residing in the United States.

Share this position

Apply now