Manager, Scaled Customer Success

The Silver Scale Customer Success Management (CSM) team is a pooled CSM team that looks after over 10,000 customers with the goal of driving better outcomes for those customers (such as better value realization from their Okta products and services) and better outcomes for Okta (ultimately, better renewal and growth rates). We do this by driving specific plays to help customers successfully get started with Okta and to improve their Okta usage and adoption. We leverage a combination of digital outreach, automation and human customer engagement to be able to engage thousands of customers a year. We are a team that is growing significantly and is also constantly evolving and innovating. 

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

• 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. 

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Develops Talent: Developing people to meet both their career goals and the organization’s goals.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

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