Sr. Customer Success Manager

Okta•Boston, MA

About The Position

The Sr. Customer Success Manager supports growth and retention in Okta’s Enterprise Sector. Reporting to the Regional Manager, Customer Success, this role aligns Okta’s innovations, best practices, and capabilities with customers’ business objectives and priorities. As a strategic, trusted advisor, the manager builds executive alignment, creates demand for Okta solutions, and helps customers realize greater business value. The role calls for urgency, strong problem-solving and orchestration skills, and a focus on concrete outcomes. The manager develops customer relationships, creates proactive success plans and Strategic Business Reviews, coordinates internal teams to address customer needs, and shares customer feedback to inform improvements. They also help customers adopt relevant products and features, identify and address renewal risks, support successful renewals, and spot expansion opportunities. Travel of up to 35% is required.

Requirements

At least 5 years of experience in customer success, account management, or consulting, managing relationships with large, complex enterprises.
Track record of delivering and scaling an exceptional customer experience.
Strong emotional intelligence and relationship-management skills, including executive stakeholder development.
Exceptional presentation and communication skills, particularly when engaging C-level executives to align technical goals with business value.
Strong listening and analytical skills, including the ability to ask effective questions, understand customer priorities, and anticipate needs.
Strong interpersonal skills and ability to collaborate cross-functionally.
Good technical and problem-solving skills, including the ability to provide quick resolution to problems.
Willingness to travel up to 35%.

Nice To Haves

Experience working with a SaaS-based technical enterprise product.
Experience with enterprise security tools.

Responsibilities

Develop and nurture customer and C-level relationships to understand business goals and needs, supporting retention, customer happiness, and return on investment.
Act as a trusted strategic advisor, translating complex technical concepts into actionable business outcomes.
Design and execute proactive success plans and Strategic Business Reviews with clear goals, KPIs, and timelines.
Champion customers internally and coordinate with Sales, Support, Engineering, and Product to resolve escalations and lead success efforts.
Gather and surface customer feedback to drive continuous improvement.
Identify and communicate relevant new products and features, helping customers adopt and benefit from Okta's agentic capabilities.
Identify renewal risks and collaborate with internal teams to address them and support successful renewals.
Proactively identify expansion opportunities.
Travel up to 35%.