Director, Scaled 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 Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms 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 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.

Job Purpose and Description:

Love our Customers is our #1 Value at Okta.   The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy is helping our customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that these customers deserve a unique and exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.  

As the Director of Scaled Customer Success, you will create a vision and then build and implement a strategy to drive customer success and growth for our largest cohort of customers.  You will lead a team responsible for delivering on three primary functions: (1) building and executing on a world class scaled customer success program delivered by a team built through (2) building and running a world class CS internship program, and (3) graduating and onboarding early career new hires into a scaled customer success program.

Job Duties and Responsibilities:

• Create a compelling vision for the organization and for customers.
• Define and drive the strategy and detailed execution plan for Okta’s Scaled Customer Success team, ultimately driving faster customer time to value, renewal rates, and growth.
• Develop and implement processes, customer journeys and metrics to drive customer business outcomes and successful execution of customer use cases. 
• Build a world class internship program aimed at recruiting some of the world's top early career talent.
• Build, develop and lead a high impact, early career Customer Success team that operates with urgency and drives measurable results.
• Personally lead the team and as needed, build strong relationships with key customers.
• Continuously test, measure, and improve the process and tactics.

Minimum Required Skills, and Abilities:

• Demonstrates high impact leadership skills, including:  setting a clear vision and strategy, motivating and coaching others, driving urgency and results, and exhibiting humility.
• Ability to: deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels (email, phone, text, chat)
• Demonstrates exceptional business acumen and world-class presentation and customer interaction skills
• Possess deep go-to-market knowledge and well-developed process management skills.
• Possess expertise in the following domains:  process design, digital tools, software and SaaS.  Experience with Salesforce.com, Gainsight, and other customer CRM and engagement tools is a strong plus.
• Ability to base decisions on deep data analytics and statistical analyses.
• Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers.

Qualifications:

• Previous leadership role at a high growth software SaaS organization.
• 5-10+ years combined experience in the following functions:  sales, customer success, renewal sales, or consulting.
• Bachelor’s Degree, preferably in a technical discipline, or equivalent. Master’s degree/MBA is a plus.
• Experience with recruiting, developing and managing internship and early career programs.
• Experience delivering Customer Success at scale.
• Ability to persuade and influence others, internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
• Ability to identify thematic issues and drive to outcomes
• Ability to identify risks and dependencies and put in place plans to mitigate them.
• Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
• Familiarity with security or identity management industry is a strong plus.
• Strong data-driven decision-making skills
• Strong work ethic and ability to work in a dynamic environment.