Manager, 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 Team

Okta’s Scale Customer Success team is rapidly expanding its scope, with a focus on driving outcomes to help customers achieve elevated security posture and accelerated time to value. You will be a part of leading 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, our teams 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 team means higher customer happiness, retention and expansion of Okta business.

The Opportunity

As Manager, Customer Success on our Scale team, you will lead a team of Associate Customer Success Managers (ACSMs)—a mix of early-career and established professionals. You will be responsible for developing talent, driving customer outcomes, and optimizing team performance across a tech-touch/pooled model of engagement.

You’ll play a pivotal role in scaling Okta’s customer success motion and be responsible for your team’s performance against customer health/adoption, renewal and growth target goals.  

What you’ll be doing 

• Lead, coach, and mentor a team of ACSMs to ensure successful onboarding, ongoing development, and measurable impact.
• Drive adoption of Okta’s key features and capabilities (e.g. Security Essentials, Identity Maturity), using a standardized set of plays and success plans.
• Establish team goals and KPIs aligned with customer health, product adoption, renewals, and expansion—track progress and course-correct when needed.
• Collaborate cross-functionally with teams including Sales, Support, Renewals, Product, and Marketing to ensure seamless customer experiences.
• Optimize operations: identify gaps in process, tooling, or automation; propose and implement scalable improvements.
• Engage strategically: step in to support key customer interactions or escalations where needed, modeling effective relationship management.

What you’ll bring to the role

• 8+ years of relevant experience, including at least 6 years in Customer Success (preferably in SaaS), and 2+ years managing or leading a team
• Experience working within pooled or digital CS models, and comfort with tech-touch approaches, automation, and AI tooling.
• Proven track record of coaching early-career talent, developing high-performing teams, and creating clear career development plans.
• Strong customer-facing presence; comfortable engaging with stakeholders from IT admins to executives.
• Excellent analytical and operational thinking; able to use data, workflows, and tooling to inform strategy and improve efficiency.
• Effective communicator, both written and verbal; with the ability to simplify complex concepts for customers and team members.
• Deep understanding of customer lifecycle, risk signals, and value drivers.
• Familiarity with Customer Success platforms (e.g., Gainsight, Matik) and CRM systems (e.g., Salesforce).
• Experience with Okta is a strong plus.

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.          
• Demonstr