Associate Customer Success Manager, Okta

• Minimum of two years experience in a customer facing role, ideally within Customer Success for a Saas organization
• Agreeable and willing to be a hands-on contributor and growth mindset
• Excellent communication skills, including issue tracking, triaging and crisis management
• Able to use Automation Tooling and AI processes to maximize your impact and efficiency
• Quick learner with utilization of Customer Success tools, such as Gainsight, Matik, etc…, as well as a standard Customer Relationship Management tool (CRM) to drive success within your target customer base. Must track activities in our tools (primarily Gainsight) as defined in the playbooks
• Bachelor’s Degree Preferred or Equivalent Experience

Desirable

• The Associate Customer Success Manager is a part of Okta’s rapidly expanding Scale Customer Success team that focuses on driving outcomes to help our customers achieve elevated security posture and accelerated time to value
• You will be a part of a world-class CS team that is responsible for the adoption of Okta’s critical Security Essentials features, supporting outcome based success planning, and focusing on risk mitigation for a pool of Okta’s Premier Customers
• Where possible, you will follow standardized playbooks that have been proven to maximize the success of achieving our customers' security outcomes, but will remain flexible to ensure we are meeting the needs of the customer where they are throughout their lifecycle
• The success of this role means higher customer happiness, retention and expansion of Okta business
• You will be a part of a high caliber CS team predominantly focused on driving adoption for critical Security Essentials that have the highest impact in driving the most value for our premier customers
• This role will support a pool of our Premier customers, and will have a mix of targeted outbound engagements, as well as supporting inbound customers requests based on their various needs
• The use of Automation tooling and standardized processes is critical in helping you guide our customers in the most efficient and effective manner
• Strong partnership is needed across internal Okta stakeholders to align account activities with the customer's business case and strategy
• Although you will support a pool of Premier customers, it will be your responsibility to give hands-on support during the duration of your open engagement to ensure the customer receives a personalized experience
• Help prepare and educate customers on how to achieve the most value out of Okta’s targeted Security Essentials features
• Monitor and identify adoption and utilization trends, and provide recommendations based on risk and business needs
• Conduct comprehensive Business Reviews, with a goal of uncovering the customers business goals and setting them on a path to achieve those outcomes
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Work cross-functionally with the aligned Account Executive, Renewal Manager, Technical Account Manager, and several other internal stakeholders to drive the customer’s outcome