Senior Customer Success Manager, SLED

Okta•San Francisco, CA

1d•$151,000 - $254,000•Hybrid

About The Position

The Sr. Customer Success Manager - SLED role will play a critical part in the exciting growth trajectory of the Public Sector at Okta. You will report to the Regional Manager, Customer Success - Public Sector and be responsible for complementing Okta’s innovations, best practices, and capabilities with our valued customers’ business objectives and priorities. 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 State, Local, and Education (SLED) customers requires a comprehensive understanding of government and institutional processes, procurement cycles, regulations, and compliance requirements, but it also demands a leader who can navigate these constraints with urgency and an obsession for concrete outcomes. Strong problem-solving, orchestration, and consultative skills are necessary for navigating SLED challenges, finding innovative solutions, and winning as a team.

Requirements

5+ years of experience in a customer success, account management, or consulting role, managing relationships with large, complex state, local, or higher education organizations 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.
Strong emotional intelligence and an elite level of relationship management and executive stakeholder development.
Deep understanding of SLED regulatory, procurement, and compliance requirements (e.g., StateRAMP, FERPA, CJIS), yet look for ways to eliminate friction and move fast within those boundaries.
Exceptional presentation and communication skills, particularly when engaging with C-level executives and institutional leaders 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.
Strong 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.
Willing to travel up to 35%.
Hold a Bachelor's Degree (Required) and equivalent experience.
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

Experience in enterprise security tools is preferred.
Familiarity with state and local compliance standards is a bonus.

Responsibilities

Develop and nurture strong customer 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.
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.
Act as the liaison for technical inquiries, issues, or escalations.
Forge strong multidisciplinary relationships with Sales, Support, Engineering, Product Management, and other stakeholders 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.