Sr. Customer Success Manager

Responsibilities

• 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.
• 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 lead coordinated success motions.
• Gather and surface customer feedback that drives continuous improvement.
• Identify and communicate relevant new products and features, helping customers adopt Okta's agentic capabilities.
• Identify renewal risk, collaborate with internal teams to remediate, 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.
• Strong emotional intelligence, elite level of relationship management, and executive stakeholder development.
• Exceptional presentation and communication skills, particularly with C-level executives.
• Strong listening and analytical skills with the ability to ask effective questions, understand business priorities, and anticipate needs.
• Strong interpersonal skills and ability to work collaboratively and cross-functionally.
• Good technical and problem-solving skills with the ability to provide quick resolution to problems.
• Willing to travel up to 25%.

Nice-to-Haves

• Experience in enterprise security tools.