Customer Success Manager

About the role

The Customer Success Manager role will play a critical part in the exciting growth and retention trajectory of the Commercial Sector at Okta. You will report to the Regional Manager, Customer Success and be responsible for complementing Okta’s innovations, best practices, and capabilities with our valued customers’ business objectives and priorities. As a strategic and trusted advisor, you will shift customer mindsets, create demand for our solutions, and drive higher business value and executive alignment between Okta and our customers.

Responsibilities

• 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. Cement yourself 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 and collaborate with internal teams to remediate, ensure a successful renewal, and proactively spot expansion opportunities.

Requirements

• 3+ 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).
• A solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort and consistently raising your own bar.
• Demonstrate strong emotional intelligence and an elite level of relationship management and executive stakeholder development.
• Possess exceptional presentation and communication skills, particularly when engaging with C-level executives to align technical goals with business value.
• Have 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.
• Exhibit strong interpersonal skills and the ability to work collaboratively and cross-functionally to win as a team.
• Have good technical and problem-solving skills coupled with the ability to provide quick resolution to problems. Experience in enterprise security tools is preferred.
• Willingness to travel up to 25%.

Qualifications

• Strong problem-solving, orchestration, and consultative skills are necessary for navigating challenges, finding innovative solutions, and winning as a team.

Skills

• 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.
• 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.

Benefits

• Annual On Target Compensation (OTE) range for candidates located in the San Francisco Bay area is between $130,000 USD - $178,000 USD.
• OTE range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington is between $116,000 USD - $159,500 USD.

Pay

• OTE range for candidates located in the San Francisco Bay area is between $130,000 USD - $178,000 USD.
• OTE range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington is between $116,000 USD - $159,500 USD.

Schedule

• Willingness to travel up to 25%.