Scale Customer Success Lead
Vor 4 Tagen
Get to know Okta Okta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transform how people move through the digital world, putting Identity at the heart of business security and growth.
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every box; we're looking for lifelong learners and people who can improve us with their unique experiences.
Join our team We're building a world where Identity belongs to you.
Position Description: We are a leading SaaS provider focused on reversing declining renewal and growth rates within the SMB sector by creating and executing a strategy that coordinates cross-functional collaboration, supports our Account Executives (AEs), and elevates partner account management capabilities.
Your focus will drive adoption, value, and retention while fostering solid relationships with other support teams. You will collaborate closely with sales, marketing, digital, scale CS and partner teams to achieve shared goals and outcomes for the company and customers.
This is a high-impact role that will maximize the impact of current disconnected scale motions. Our uncovered accounts make up almost 50% of FY25 Renewal At Bat. A decrease of churn by 2% is a saving of nearly $1M, which is an almost 10% save on the overall churn target.
Key Responsibilities: Strategy: Design and execute a strategy that complements the CS Digital, SE, CS Scale, and EMG/CML AE teams, focusing on improving customer engagement, adoption, net retention, and growth.Cross-functional collaboration: Drive digital, scale, sales, partners, and marketing teams to create cohesive, impactful programs. Work closely with the APJ Customer Success and TAM teams to create resources that benefit CSMs, TAMs, AEs, and partners.Data-driven strategy: Analyze customer trends and coordinate targeted webinars, boosting adoption and strategic goals, e.g. OIE upgrades.Customer Engagement: Collaborate on topics and timing to plan and execute 1:Many customer webinars on relevant and impactful topics.Customer Escalation Management: Resolve SMB customer escalations, ensuring high satisfaction.AE Enablement: Develop assets and processes to empower SMB AEs for more efficient account management.Partner Support: Design and implement best practice account management processes to enhance partner customer success capabilities.Cost Efficiency: Strengthen scale and digital strategies to improve cost-to-serve for uncovered accounts in FY26 and beyond.Cultural Localisation: Identify tactical methods to improve customer engagement and mitigate churn, uncovering regional trends and defining an executable strategy.Skills required for this role: Ability to analyze and interpret data insights to guide the cross-functional team.Experience driving customer retention and/or growth within a high-growth company.Demonstrated success in a CSM or Account management role across various customer sizes and industry verticals.Proven track record of leading Customer Success initiatives in a SaaS environment.Collaboration: Ability to work effectively with cross-department senior leaders and executives.Communication: Exceptional communication skills, building customer and internal stakeholder relationships.Leadership and influence: Proven ability to build a vision and lead cross-functional teams.Multitasking: Skilled at prioritizing tasks and staying calm under pressure.Proactive and Creative: Organized, proactive, and innovative, passionate about driving customer engagement.Some things that would describe you: Experience as an IC CSM covering both Commercial and Enterprise accounts.Previous success/retention leadership experience in a global matrix organization.Strong strategic planning and execution skills.Proven experience influencing cross-functional teams.Business knowledge of the SaaS and IDAM markets.Track record in leading customer-facing conversations.Able to balance competing priorities and make decisions that support the team and the customer.Self-motivated, proactive team player; effective in a highly ambiguous environment.Exceptional organizational and operational skills.What you can look forward to as a Full-Time Okta employee Okta cultivates a dynamic work environment, providing the best tools, technology, and benefits to empower our employees to work productively. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees can be their most creative and successful versions of themselves, regardless of where they live.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran.
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