Sr. Customer Success Manager

Deliver Customer Value

Develop and nurture strong customer and C-Level relationships to understand their business goals and needs, ensuring retention, happiness, and a significant return on investment. Act as a trusted and strategic advisor, translating complex technical concepts into actionable business outcomes.

Drive for Results

Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear goals, KPIs, and timelines—turning strategy into measurable traction.

Win as a Team

Champion customers internally and mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and lead coordinated success motions.

Represent the Customer's Voice

Gather and surface feedback that drives continuous improvement, actively challenging what needs to evolve.

Guide Customers Forward

Identify and communicate relevant new products and features, helping customers adopt and benefit from Okta's agentic capabilities.

Identify Renewal Risk

Collaborate with internal teams to remediate risks, ensure successful renewal, and proactively spot expansion opportunities.

Requirements

• 5+ years of experience in a customer success, account management, or consulting role, managing relationships with large, complex enterprises (preferably working with a SaaS-based technical enterprise product).
• Solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort and consistently raising your own bar.
• Strong emotional intelligence and an elite level of relationship management and executive stakeholder development.
• Exceptional presentation and communication skills, particularly when engaging with C-level executives to align technical goals with business value.
• Strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate their needs.
• Strong interpersonal skills and the ability to work collaboratively and cross-functionally to win as a team.
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems. Experience in enterprise security tools is preferred.
• Willing to travel up to 35%.