Senior Customer Success Manager

We are looking for a senior professional who understands how to independently drive account plans to solve customer core problems and pain points. You have a passion for technology, strategic problem-solving, and providing thought leadership. You are an execution powerhouse who can handle medium ARR customers with complex business needs and custom deployments. As a Sr. CSM, you play an important role in connecting the customer's needs to Sales, Product, Support, Renewals, Professional Services, and Engineering.

What you’ll be doing:

As a Senior Customer Success Manager, you will architect and execute complex value plans:

• You will use your consultative acumen to uncover customers' complex business objectives and core strategic problems. You will build trusted relationships at all levels and use consulting-style questions to discover the information needed to support them.
• You will use your expert-level product knowledge to prescribe and drive the adoption of best practices. You will create and own a Success Plan for each customer, containing appropriate plans to accelerate their adoption and value. You will work collaboratively to convey customer viewpoints and persuade them to understand Okta's value positioning.
• You will take ownership of your assigned Book of Business and independently design, plan, and execute comprehensive account strategies. You will lead complex, cross-functional efforts, remove blockers, and proactively solve highly complex, non-standard customer problems involving custom deployments.
• You will demonstrate value by connecting customer goals with Okta solutions and driving them to a place of successful and measurable outcomes. You will proactively identify and drive significant expansion opportunities (cross-sell, upsell) and make significant contributions to internal CS team initiatives.

You would be ideal for this role if you have:

• Experience: Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience.
• Experience in customer success management, driving adoption of a technical platform.
• Success in working in and navigating enterprise environments, building trusted relationships at all levels.
• Experience in driving product adoption and expansion, through understanding the customer’s current situation and desired outcomes.
• The ability to operate in a fast-paced environment, manage multiple customers and projects, and solve problems.
• A growth mindset, the ability to take on feedback, and alignment with Okta core values.
• Technical Expectations: Secured Professional and Admin Certifications and have a deep familiarity with all products/SKUs and your customers' solutions.
• Flexibility to occasionally attend global meetings, training, and off-sites.

Travel up to 15%.

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