Senior Program Manager, AI Strategy for Customer Success

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 flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

The Opportunity: Shape the Future of Customer Success at Okta

Okta is at the forefront of identity and security, and we believe AI will fundamentally redefine how we deliver world-class customer outcomes at scale. We are seeking a visionary and results-driven Senior Program Manager to lead this transformation.

This isn't just an "initiatives" role; you are the strategic owner of the AI product roadmap for the entire Customer Success organization. You are a hands-on builder who will seamlessly transition from high-level strategy with leadership to in-depth, tactical execution with our operations and systems teams. If you are passionate about translating complex business challenges into elegant, AI-powered solutions that empower people, this is your opportunity to make a massive impact.

What You'll Do: Your Impact

• Own the AI Roadmap for Customer Success: Act as the single-threaded owner for a portfolio of AI initiatives. You will define the vision, build the business case, manage the backlog, and orchestrate the GTM from pilot to full-scale deployment, ensuring alignment with our overarching goals of retention and growth.
• Translate Business Needs into AI Solutions: Deeply embed with Customer Success leaders to uncover their most pressing challenges. You will lead discovery, validate hypotheses, and define high-value use cases that leverage AI to boost productivity, automate low-value tasks, and generate proactive insights.
• Drive Cross-Functional Execution: Quarterback a diverse team of stakeholders across Operations, Product, Data Science, and Enablement. You will be responsible for defining clear requirements, managing vendor evaluations, overseeing testing cycles, and ensuring we deliver solutions that are both powerful and adopted.
• Champion and Scale Adoption: An AI tool is only as good as its adoption. You will develop and execute sophisticated change management and enablement strategies to ensure our customer-facing teams not only use the new tools but love them. Your goal is to make AI an indispensable part of their daily workflow.
• Be the Strategic AI Advisor: Serve as the central hub of AI expertise for Customer Success. You will be the "voice of the CSM/TAM" in technical discussions and the "voice of AI" in strategic business planning, ensuring our investments are intelligent, ethical, and drive measurable results.

What You'll Bring: Your Expertise

• Proven Program/Product Leadership: You have a significant track record in program management, product management, or strategy & operations, ideally within a B2B SaaS Customer Success or GTM organization. You know how to take ambiguous ideas and deliver concrete outcomes.
• Strategic & Analytical Acumen: You are a data-driven strategist who can effortlessly move between qualitative user feedback and quantitative analysis. You use data not just to report on the past, but to model the future and build a compelling business case for your roadmap.
• Master of Influence: You excel at leading through influence in a highly cross-functional, matrixed environment. You build trust, articulate a clear vision, and rally teams around a shared objective without direct authority.
• Technical Fluency: You don't need to be a data scientist, but you have a strong, practical understanding of AI/ML concepts, large language models (LLMs), and the modern AI tooling landscape. You are the critical bridge between business problems and technical solutions.
• A Human-Centric AI Philosophy: You believe technology should augment human capability, not replace it. You are dedicated to building solutions that empower our teams to build stronger customer relationships and deliver exceptional value.

Why This Role is a Game-Changer

• Unprecedented Impact: Your work will directly enhance the effectiveness of hundreds of customer success professionals, reaching thousands of enterprise customers and generating millions in recurring revenue.
• Greenfield Opportunity: You will build a foundational program from the ground up, with the autonomy to define the strategy and be part of its execut