Manager, Scaled Customer Success

Okta•Chicago, IL

3h•$160,000 - $220,000•Hybrid

About The Position

This role is for a Manager, Customer Success on Okta’s Scale Customer Success Team. The team is focused on driving outcomes to help customers achieve elevated security posture and accelerated time to value. The manager will lead a team of early-in-career talent, mentoring and coaching them to deliver outcomes for customers within a Scale (pooled) CS engagement model. Responsibilities include driving Scale Customer Success plays, focusing on critical security features, Identity Maturity, and key feature adoption. The role also involves optimizing workflows with automation and AI, fostering a culture of calculated risk-taking, setting goals, giving feedback, collaborating with other Okta teams (Sales, Support, Product), improving team processes, resolving customer issues, and partnering with CS Operations and Digital Success to grow the Scale CS program. The goal is to maximize customer happiness, retention, and expansion of Okta business.

Requirements

8+ years of relevant experience with a Bachelor’s degree, or equivalent combination of education and work experience.
6+ years in Customer Success.
2+ years of managerial / leadership experience, or equivalent.
A proven track record and motivation for onboarding, nurturing and growing an early-in-career team.
Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment, and working with both in-person and remote teams.
Clear communicator, who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing.
Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner and for coaching your team to do the same.
Demonstration of operational excellence in analytical thinking, process improvement, problem-solving, communication, delegation, and planning.
Ability to collaborate across the organization and with external stakeholders.
Experience successfully engaging and working with customers including IT administrators up to executives.
Strong operational skills that will drive organizational efficiencies and customer satisfaction.

Nice To Haves

Experience in a pooled/scaled Customer Success team, and/or experience with Digital Customer Success, is a plus.
Experience with Okta is a huge plus.

Responsibilities

Lead a team of early-in-career talent to deliver outcomes for customers supported by a Scale (pooled) CS engagement model.
Mentor and coach the team to ramp quickly and continue to grow and refine their skills.
Drive Scale Customer Success plays focused on critical security features, Identity Maturity, and key feature adoption.
Optimize workflows by leveraging automation and AI tools to drive team-wide efficiency.
Foster a culture of calculated risk-taking and encourage fast, high-judgment decisions.
Set goals and provide constructive feedback to the team.
Collaborate with leaders across Okta (Sales, Support, Product) to ensure customer success.
Improve team processes for better efficiency.
Step in to resolve customer issues when needed.
Partner with CS Operations and Digital Success to grow the long-term success of the Scale CS program.