Scaled Customer Success Manager, Okta
$166-248k
OTE
+ Incentive Compensation
Management platform securing resources from cloud to ground
Open for applications
Management platform securing resources from cloud to ground
1001+ employees
Open for applications
$166-248k
OTE
+ Incentive Compensation
1001+ employees
Company mission
To improve the connections between people and tools to make companies more productive and secure.
Role
Who you are
- 8+ years of relevant experience with a Bachelor’s degree, or equivalent combination of education and work experience
- 6+ years in Customer Success. Experience in a pooled/scaled Customer Success team, and/or experience with Digital Customer Success, is a plus
- 2+ years of managerial / leadership experience, or equivalent
- A proven track record of onboarding, nurturing and growing an early-in-career team. Passion for leading high-performance teams, coaching to develop skills, and helping to chart career paths
- Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment, and working with both in-person and remote teams
- Clear communicator, who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing
- Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner & for coaching your team to do the same
- Demonstration of operational excellence in analytical thinking, process improvement, problem-solving, communication, delegation, and planning
- Ability to collaborate across the organization and with external stakeholders
- Experience successfully engaging and working with customers including IT administrators up to executives
- Strong operational skills that will drive organizational efficiencies and customer satisfaction
- Experience with Okta is a huge plus
- This role requires you to be in-person in our Bellevue, WA or Chicago, IL office at least 3 days a week; and may require occasional travel for customer or internal events
What the job involves
- As Manager, Customer Success on the Silver Scale team, you will lead a team of early career Silver Scale Customer Success Specialists to deliver better outcomes both for our customers and for Okta
- You will mentor and coach the team, drive Silver Scale Customer Success plays, and ultimately will be responsible for your team’s performance against customer health/adoption, and renewal and growth target goals
- Mentoring, coaching and developing a team of Silver Scale Customer Success Specialists. Working together with Enablement resources, you will be responsible for getting new hires through their initial onboarding and fully productive as quickly as possible. Once onboarded, you will continue to grow the skills, experiences and capabilities of the team
- Working with your team to execute Silver Scale Customer Success plays, including onboarding, under-deployed customers, and key feature adoption. You will lead and manage the team to meet and exceed all their targets around volume, efficiency, effectiveness, customer adoption and health improvement, and ultimately renewal and growth rates. You will ensure the individual contributors on the team have high quality, effective customer engagements
- Establishing clear performance objectives for the team, and regularly assessing team members. You will offer constructive feedback and support to enhance their skills while providing leadership and guidance to coach and motivate them toward optimal performance and career development
- Collaborating with the other leaders in Okta Scale, Okta Customer Success, and across Okta (Sales, Technical Account Management, Digital Growth, Services, Product, Support) to make the entire team more effective and successful and to drive better customer and Okta outcomes
- Identifying and implementing best practices and process improvements to enhance the team’s efficiency and effectiveness
- Serving as an escalation and management engagement point where required for customer engagements
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.
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