Customer Success Executive
The Customer Success Executive will manage strategic enterprise relationships, drive adoption, retention, renewals, and expansion, and align Okta’s solutions with customer business outcomes. The role requires 10+ years of customer success, account management, or consulting experience with complex enterprises and strong executive communication skills.
About the job
Responsibilities
- Develop and nurture strong customer and C-level relationships to understand business goals and needs, ensuring retention, customer satisfaction, and return on investment.
- Serve as a trusted strategic advisor, translating complex technical concepts into actionable business outcomes.
- Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear goals, KPIs, and timelines.
- Champion customers internally and mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and coordinate success initiatives.
- Gather and surface customer feedback to drive continuous improvement.
- Identify and communicate relevant products and features, helping customers adopt and benefit from Okta’s capabilities.
- Identify renewal risk, collaborate with internal teams to remediate it, support successful renewals, and spot expansion opportunities.
Requirements
- 10+ years of experience in customer success, account management, or consulting, managing relationships with large, complex enterprises.
- Experience with SaaS-based technical enterprise products preferred.
- Track record of delivering and scaling an exceptional customer experience.
- Strong emotional intelligence, relationship management, and executive stakeholder development skills.
- Exceptional presentation and communication skills, particularly with C-level executives.
- Strong listening and analytical skills, including the ability to ask effective questions, understand customer priorities, and anticipate needs.
- Strong interpersonal and cross-functional collaboration skills.
- Technical and problem-solving skills, with the ability to resolve issues quickly.
- Willingness to travel up to 25%.
Nice to have
- Experience with enterprise security tools.
Compensation
- San Francisco Bay Area annual on-target compensation: $204,000–$281,000 USD.
- Annual on-target compensation in California excluding the San Francisco Bay Area, Colorado, Illinois, New York, and Washington: $182,000–$250,800 USD.
- Compensation includes base salary and incentive compensation; equity and benefits may also be provided.
Skills
Customer Success, Account Management, Consulting, SaaS, Strategic Planning, Executive Stakeholder Management, Presentation Skills, Communication, Analytics, Problem Solving, Enterprise Security, Renewal Management
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