Customer Success Manager
The Customer Success Manager will advise enterprise customers, drive adoption and measurable business value, manage renewal risk, and identify expansion opportunities. The role requires at least three years of customer success, account management, or consulting experience with strong executive communication and relationship-management skills.
About the job
Responsibilities
- Develop and nurture 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 with clear goals, KPIs, and timelines.
- Mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and coordinate customer-success initiatives.
- Gather and communicate customer feedback to drive continuous improvement.
- Identify and communicate relevant products and features, helping customers adopt and benefit from Okta capabilities.
- Identify renewal risk, collaborate on remediation, support successful renewals, and spot expansion opportunities.
Requirements
- 3+ 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, especially with C-level executives.
- Strong listening, analytical, interpersonal, consultative, orchestration, and problem-solving skills.
- Ability to work collaboratively and cross-functionally.
- Good technical skills and ability to provide quick problem resolution.
- Willingness to travel up to 25%.
Nice to Have
- Experience with enterprise security tools.
Skills
Customer Success, Account Management, Consulting, SaaS, Enterprise Security, Strategic Business Reviews, Customer Retention, Executive Stakeholder Management, Presentation Skills, Communication, Problem Solving, Cross-Functional Collaboration
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