Customer Success Executive, SLED

Okta•San Francisco, NY

10h•Hybrid

About The Position

The Customer Success Executive, SLED role will play a pivotal part in the exciting growth trajectory of Okta. Serving as a dedicated resource to our most complex SLED accounts – you will be responsible for complementing Okta’s innovations, efficiencies, and capabilities with our valued customers’ business objectives. As a 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. The ideal candidate embodies a high-performance mindset—consistently raising the bar, turning action into traction, thriving in change, and moving fast to simplify and repeat. Supporting a complex SLED account requires an elite level of orchestration, a comprehensive understanding of complex cloud architectures, and a senior leader who can navigate constraints with urgency and an obsession for concrete outcomes. Strong problem-solving, crisis management, and consultative skills are necessary for navigating enterprise-wide challenges, finding innovative solutions, and winning as a team.

Requirements

10+ years of experience in a customer success, account management, or consulting role within an enterprise software or SaaS organization, specifically managing relationships with large, complex SLED aligned accounts.
Solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort, and driving critical issues to resolution while fiercely advocating on behalf of the customer.
Strong emotional intelligence and an elite level of relationship management and executive stakeholder development, particularly when engaging with C-level executives.
Excellent knowledge and experience in the Identity and Access Management (IAM) and Security space, alongside strong knowledge of cloud architecture and on-premise IT landscapes.
Extensive experience in consulting and implementing IT systems (cloud service and/or identity management preferred), as well as deep knowledge of enterprise web technologies and groundbreaking infrastructures.
Hands-on contributor with excellent communication skills, including specialized experience in issue tracking, triaging, and crisis management.
Strong technical and problem-solving skills.
Strong interpersonal skills, showcasing a background in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, and Service Excellence.
Experience with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday, etc. focused on SLED customers.
Bachelor's Degree (Required) or advanced degree with equivalent experience.
Available to travel up to 35%.
Meet SLED-specific background requirements: Familiarity with state and local compliance standards is a bonus, and you must be eligible to clear specific state, local, or educational background checks as required by our customers.
Must be a US Citizen.

Nice To Haves

2+ years of application programming and system support experience is a bonus.

Responsibilities

Partner with customers to define desired business outcomes, focusing on maximizing value realization across the Okta platform.
Translate complex technical concepts into actionable business outcomes as a trusted and strategic advisor to executive sponsors.
Create and implement proactive customer success plans and Strategic Business Reviews (SBRs) that outline goals, potential challenges, KPIs, and timelines to turn action into traction and accelerate growth.
Conduct periodic health checks, and assist with business value assessments to ensure maximum return on investment.
Identify opportunities to optimize the customer’s use of our solutions and remove any known inefficiencies in deployment.
Serve as the primary point of contact post-implementation, assuming overall customer adoption responsibility and acting in a critical issue management role.
Forge strong multidisciplinary relationships with Sales, Support, Engineering, and Product Management to lead and coordinate customer success.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, constantly interrogating what needs to evolve to thrive in change.
Provide insight with respect to the availability and applicability of new products and features, guiding customers into the agentic era.
Identify renewal risk and collaborate with internal teams to remediate, ensure a successful renewal, and proactively spot expansion opportunities.