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Okta is seeking a Manager for its Scale Customer Success team in Chicago. In this role, you will lead a team of early-career Customer Success Managers (CSMs) to deliver outcomes for customers using a pooled/scaled engagement model. You'll be responsible for team performance against customer health, adoption, renewal, and growth targets.
Key responsibilities include:
- Coaching and mentoring emerging CSMs to help them ramp quickly and develop their skills
- Leading your team in executing Scale CS plays focused on critical security features, identity maturity, and key feature adoption
- Driving efficiency and effectiveness to maximize customer retention and expansion
- Identifying opportunities to leverage automation and AI tools to reduce manual work and improve team-wide efficiency
- Cultivating a culture of calculated risk-taking and fast decision-making
- Setting clear success metrics, providing regular feedback, and helping team members develop their careers
- Collaborating with Sales, Support, Product, and other teams across Okta to ensure customer success
- Continuously improving team processes and workflows
- Stepping in to help resolve customer issues when needed
- Partnering with CS Operations and Digital Success to grow the Scale CS program long-term
You'll bring 8+ years of relevant experience with a Bachelor's degree (or equivalent), including 6+ years in Customer Success with experience in pooled/scaled CS or digital CS models. You'll have 2+ years of managerial or leadership experience, a proven track record of developing early-career talent, and demonstrated success in dynamic, high-growth environments. You're a clear communicator who uses data and logic to drive decisions, and you're comfortable leading both in-person and remote teams.
