# Sr. Customer Success Manager

**Company:** [Okta](https://hotfix.jobs/companies/okta)
**Location:** Boston, MA, New York, NY
**Role:** Customer Success
**Salary:** $151k – $208k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Enterprise Sales, SaaS, executive stakeholder management, strategic business reviews, CRM, enterprise security tools
**Posted:** 2026-07-23

> Sr. Customer Success Manager responsible for driving retention, expansion, and value realization for Okta's large enterprise customers. Build C-level relationships, execute success plans and SBRs, advocate internally, and identify expansion opportunities. Requires 5+ years in customer success or account management with complex enterprises.

## Job Description

## 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%.

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