Manager, Scaled Customer Success

Okta
Chicago
Workplace: OnsiteFull timeUSD 160,000 - 220,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Coaching","Mentorship","Analytical thinking","Process improvement","Stakeholder collaboration"]

Lead Okta’s Scale Customer Success team to deliver pooled engagement outcomes that improve customers’ security posture, identity maturity, and time to value. Coach early-in-career talent, drive standardized Scale CS playbooks, and be accountable for customer health, adoption, renewal, and expansion targets. Use automation and AI to deconstruct workflows for efficiency, collaborate across Sales, Support, and Product, and step in to resolve escalations when needed.

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Okta
Okta
1 day ago

Manager, Scaled Customer Success

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Job Summary

Lead Okta’s Scale Customer Success team to deliver pooled engagement outcomes that improve customers’ security posture, identity maturity, and time to value. Coach early-in-career talent, drive standardized Scale CS playbooks, and be accountable for customer health, adoption, renewal, and expansion targets. Use automation and AI to deconstruct workflows for efficiency, collaborate across Sales, Support, and Product, and step in to resolve escalations when needed.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Coach and mentor emerging CSMs to ramp quickly and continue developing skills.
  • •Drive Scale Customer Success plays focused on security features, Identity Maturity, and feature adoption to maximize retention and expansion.
  • •Optimize team workflows by deconstructing traditional processes and leveraging automation and AI tools to save manual hours and improve efficiency.
  • •Define team success metrics, regularly check in, and provide feedback tied to customer health/adoption, renewals, and growth targets.
  • •Partner with CS Operations and Digital Success, collaborate with leaders across Sales, Support, and Product, and step in to resolve customer issues when needed.

Pay and Benefits

Salary: USD 160,000 - 220,000 annually
Perks:Health InsuranceDentalVision401kFlexible SpendingPaid LeaveParental Leave

Key Requirements

  • •8+ years of relevant experience with a Bachelor’s degree, or equivalent combination of education and work experience.
  • •6+ years in Customer Success, including experience in pooled/scaled Customer Success and/or Digital Customer Success (plus).
  • •2+ years of managerial/leadership experience, or equivalent.
  • •Proven ability to onboard, nurture, and grow an early-in-career team, with passion for coaching and career path development.
  • •Clear communication with strong analytical skills and the ability to collaborate across the organization and with executive-level IT stakeholders.
Experience:8+ yearsCustomer successDigital customer success
Education:Bachelor's
Skills:CoachingMentorshipAnalytical thinkingProcess improvementStakeholder collaboration
Tech Stack:AIAutomation

Company Brief

Okta
Provides identity and access management cloud solutions that help organizations secure and manage user authentication, single sign-on, multi-factor authentication, and lifecycle management across applications and devices.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn