Customer Success Manager

Secure Every Identity, from AI to HumanIdentity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

About the role:

We are looking for someone to join our growing CSM team, to cover Italian and French Accounts. (FLUENT ITALIAN required) Do you have a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey. You will be part of our EMEA Customer Success team, managing a book of business alongside being responsible for targeted intervention into our digitally-served customer base in your assigned region.

You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor. You will guide our customers to rapid adoption, expansion, and identity churn risks.

As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams.

What you'll be doing:

Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity):

• Customer Success and Growth: Own and drive a Success Plan for each covered customer, containing appropriate plans to accelerate customers' adoption and value from Okta and drive them to a place of successful and measurable outcomes, advocacy, retention and growth.
• Ownership: Take ownership of your assigned Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders.
• Adoption: Have a relentless focus on driving consumption and adoption of Okta's products through clear expectation setting with customers, implementation of best practices and driving proactive and reactive tracking of data points
• Digital Account Ownership: Leverage the tools and techniques provided by the Digital Growth team in the US to build a high level understanding of the digitally-serviced (ie non CSM covered) accounts in your respective region (e.g. monitoring adoption trends, health scores and other data points). Work with your manager to determine appropriate and targeted interventions to mitigate risk and grow accounts
• Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals.
• Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions.
• Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers.
• Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Engage a range of strategic customer personnel in order to influence larger customer decisions.
• Product Knowledge: CSMs need to have a good understanding of Okta's products and services in order to provide customers with insights and direction. Build knowledge through achieving minimum certification levels and spending time staying up to date on solutions and roadmap.

You would be ideal for this role if you have:

• Fluent French and Italian are required.
• Experience in customer success management, ideally working with customers to drive adoption of a technical platform or solution.
• Customer-centric and proactive team player that is focused on driving customer loyalty and adoption
• Success in working in and navigating enterprise environments, building trusted relationships at all levels in the organization.
• Experienced in driving product adoption and expansion, through understanding the customer's current situation and desired outcomes. Being able to utilise consulting style questions to engage and discover the information we need to support our customers
• Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems.
• Ability to take on feedback, be willing to learn new things, have a growth mindset and align to Okta core values
• Strong oral, written and presentation skills
• Ability to organize, prioritize, complete activities and meet deadlines on a daily basis
• Flexibility to occasionally attend global meetings, training, kick offs and off sites
• Travel up to 15%

#LI-JB2

#LI-HYBRID

P18988_3489264

Below is the annual On Target Compensation (OTE) range for candidates located in France. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable) and comprehensive healthcare coverage and financial benefits including paid time off and parental leave in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/fra.

The OTE range for this position for candidates located in France is between:

€71.000-€98.000 EUR

The Okta Experience

• Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.