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Salary: CAD 152,000 - 209,000 / annual
Okta is seeking a Senior Customer Success Manager to drive retention and expansion within the Enterprise Sector. Reporting to the Regional Manager of Customer Success, you will serve as a strategic advisor to large, complex enterprise customers, translating Okta's identity and AI security innovations into measurable business outcomes aligned with customer priorities.
Key Responsibilities:
- Develop and nurture C-level relationships, understanding customer business goals and ensuring strong ROI and retention.
- Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear KPIs and measurable outcomes.
- Mobilize cross-functional teams (Sales, Support, Engineering, Product) to resolve escalations and drive coordinated success initiatives.
- Gather and surface customer feedback to drive continuous product and service improvement.
- Identify and communicate new products and features, guiding customers in adopting Okta's capabilities.
- Identify renewal risk, collaborate on remediation, ensure successful renewals, and spot expansion opportunities.
- Travel up to 25% as needed.
You will thrive in this role if you bring:
- 5+ years of experience in customer success, account management, or consulting, managing large, complex enterprise relationships (preferably with SaaS-based technical enterprise products).
- Proven track record of delivering and scaling exceptional customer experiences.
- Strong emotional intelligence and elite-level relationship management and executive stakeholder development skills.
- Exceptional presentation and communication abilities, particularly with C-level executives.
- Strong listening and analytical skills; ability to ask effective questions, dive deep into customer priorities, and anticipate needs.
- Excellent interpersonal and cross-functional collaboration skills.
- Good technical and problem-solving skills with ability to provide quick resolution; experience with enterprise security tools preferred.
- Willingness to travel up to 25%.
Compensation includes equity (where applicable), bonus, and comprehensive benefits (health, dental, vision insurance, RRSP with match, healthcare spending, telemedicine, paid leave including PTO and parental leave).
