Customer Success Manager, Okta
Travel up to 15%
Management platform securing resources from cloud to ground
Open for applications
Management platform securing resources from cloud to ground
1001+ employees
Open for applications
Travel up to 15%
1001+ employees
Company mission
To improve the connections between people and tools to make companies more productive and secure.
Role
Who you are
- French and Italian are required
- Experience in customer success management, ideally working with customers to drive adoption of a technical platform or solution
- Customer-centric and proactive team player that is focused on driving customer loyalty and adoption
- Success in working in and navigating enterprise environments, building trusted relationships at all levels in the organization
- Experienced in driving product adoption and expansion, through understanding the customer’s current situation and desired outcomes. Being able to utilise consulting style questions to engage and discover the information we need to support our customers
- Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems
- Ability to take on feedback, be willing to learn new things, have a growth mindset and align to Okta core values
- Strong oral, written and presentation skills
- Ability to organize, prioritize, complete activities and meet deadlines on a daily basis
- Flexibility to occasionally attend global meetings, training, kick offs and off sites
What the job involves
- We are looking for someone to join our growing CSM team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey
- You will be part of our EMEA Customer Success team, managing a book of business alongside being responsible for targeted intervention into our digitally-served customer base in your assigned region
- You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor
- You will guide our customers to rapid adoption, expansion, and identity churn risks
- As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams
- Customer Success and Growth: Own and drive a Success Plan for each covered customer, containing appropriate plans to accelerate customers' adoption and value from Okta and drive them to a place of successful and measurable outcomes, advocacy, retention and growth
- Ownership: Take ownership of your assigned Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders
- Adoption: Have a relentless focus on driving consumption and adoption of Okta’s products through clear expectation setting with customers, implementation of best practices and driving proactive and reactive tracking of data points
- Digital Account Ownership: Leverage the tools and techniques provided by the Digital Growth team in the US to build a high level understanding of the digitally-serviced (ie non CSM covered) accounts in your respective region (e.g. monitoring adoption trends, health scores and other data points). Work with your manager to determine appropriate and targeted interventions to mitigate risk and grow accounts
- Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals
- Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions
- Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers
- Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Engage a range of strategic customer personnel in order to influence larger customer decisions
- Product Knowledge: CSMs need to have a good understanding of Okta's products and services in order to provide customers with insights and direction. Build knowledge through achieving minimum certification levels and spending time staying up to date on solutions and roadmap
Our take
Okta started off as an identity company where organisations, large and small, could tap into the company to have a single sign-on interface to access all cloud applications now centralised. Okta has since expanded to provide identity management at the device as well as the server level.
The new approach towards network security is increasingly based on identification and authentication, and Okta is on track to become the go-to vendor in the space. They aim to do so by developing products that enable people to access applications and other tools more smoothly and securely than ever before.
Okta has taken strides towards expansion through significant employee growth and shuffling executive leadership. The company has also made lateral moves such as tackling governance concerns, opening up new paths for revenue.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2015
$75m
SERIES F
Jun 2014
$75m
SERIES E
Total funding: $229.3m
Company benefits
- Work from home opportunities
- Health + Wellness
- Financial Benefits
- Pay + Incentives
- Time Off
- Everyday Living
- Resources
Company HQ
The East Cut, San Francisco, CA
Leadership
Todd McKinnon
(CEO)VP of Development at Salesforce.com and has nearly a decade of experience in various engineering and leadership roles at PeopleSoft.
Frederic Kerrest
(Vice Chairman)Worked in Sales and Business Development at Salesforce.com, and previously co-founded high-tech consulting firm Meridian Global Solutions.
Salary benchmarks
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