Senior Customer Success Manager

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.
• Mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and coordinate customer-success initiatives.
• Represent the customer’s voice by gathering and surfacing 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 on remediation, support successful renewals, and proactively identify expansion opportunities.
• Travel up to 35%.

Requirements

• 5+ years of experience in customer success, account management, or consulting.
• Experience managing relationships with large, complex enterprise customers, preferably with a SaaS-based technical enterprise product.
• 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 business priorities, and anticipate customer needs.
• Strong interpersonal and cross-functional collaboration skills.
• Technical and problem-solving skills, with the ability to provide rapid resolution to problems.
• Experience with enterprise security tools preferred.

Compensation and Benefits

• Annual on-target compensation (OTE): $151,000–$207,900 USD for candidates in California (excluding the San Francisco Bay Area), Colorado, Illinois, New York, and Washington.
• Equity, where applicable.
• Health, dental, and vision insurance.
• 401(k).
• Flexible spending account.
• Paid leave, including PTO and parental leave.