Customer Success Incident Manager

What you'll do

• Develop and maintain Auth0 Trust Support Incident strategies.
• Recommend changes to people, process, and technology based on support incidents.
• Lead change initiatives, including training and communications for the Support team.
• Evaluate and update incident management processes continuously.
• Manage customer-facing communications during critical incidents, explaining disruptions and impacts.

What we're looking for

• 3+ years of experience in enterprise technical support incident management in the SaaS industry.
• Demonstrated ability to manage Trust and P1 case handling processes effectively.
• Strong relationship management, customer service, and communication skills (verbal and written).
• Experience in managing and rolling out large-scale processes and trend analysis.
• Passion for solving complex customer issues in a fast-paced, highly technical environment.
• Ability to work independently and collaboratively across functions to improve the customer experience.