Manager, Scaled Customer Success

Okta•Chicago, IL

5d•Hybrid

About The Position

Okta is The World’s Identity Company, enabling secure yet flexible access, authentication, and automation. We are looking for builders and owners who operate with speed and urgency and execute with excellence to join our rapidly expanding Scale Customer Success team. This team focuses on driving outcomes for customers, helping them achieve elevated security posture and accelerated time to value. We are seeking individuals who are lifelong learners and can contribute unique experiences to our mission of building a world where Identity belongs to you. The Manager, Customer Success will lead a team of early-career talent, guiding them in executing Scale Customer Success plays focused on critical security features, Identity Maturity, and key feature adoption. The role involves mentoring, coaching, and driving team performance against customer health, adoption, renewal, and growth targets. Optimization through automation and AI is encouraged to drive efficiency. The role also emphasizes fostering a culture of calculated risk-taking, effective goal setting, feedback, collaboration with other departments (Sales, Support, Product), process improvement, and issue resolution. A strong partnership with CS Operations and Digital Success is key to the long-term success of the Scale CS program.

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.
Proven track record and motivation for onboarding, nurturing, and growing an early-in-career team.
Passion for leading high-performance teams, coaching to develop skills, and helping to chart career paths.
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 within a Scale (pooled) CS engagement model.
Mentor and coach the team to help emerging CSMs 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.
Maximize customer retention and expansion through efficiency and effectiveness.
Leverage automation and AI tools to deconstruct traditional workflows, save manual hours, and drive team-wide efficiency.
Cultivate a culture of calculated risk-taking, encouraging fast, high-judgment decisions and breaking down slow processes.
Define team success, conduct regular check-ins, and provide constructive feedback.
Collaborate with leaders across Okta (Sales, Support, Product, etc.) to ensure overall success and optimal customer outcomes.
Identify and implement improvements to 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.