The  Opportunity

We are looking for someone to join our team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey. 

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 identify 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.

Below outlines some key attributes for a Customer Success Manager:

• Customer Success and Growth: Develop roadmaps and strategies to accelerate customers' strategic direction, track goals and progress, and identify opportunities for improvement.
• Ownership: Take ownership of your Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders.
• Research and Insights: Conduct regular research on industry trends, customer needs, and preferences to develop thought leadership through industry trends and insights to drive customer innovation.
• Proactive engagement and Strategic Success Plans: Create strategic success plans aligned with the customers goals, track progress, and provide high value assets to be reused by our customer champions to communicate the value of Okta. 
• 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 deep understanding of Okta's products and services, as well as excellent time management skills, 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: 

• 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

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About the Role:

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 Federal and Public Sector 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 in their missions, and Okta succeeds by increasing our renewal and growth rates.

As the Director of Federal and Public Sector, Customer Success, you will lead a team of highly skilled Customer Success Managers and implement a repeatable methodology across our public sector customer base to drive consistency in execution. You will contribute to a customer success strategy that drives faster time to value, resulting in higher renewal and growth rates for our largest and most strategic government accounts. This is a highly visible and strategic role. You and your team will drive customer success as well as resulting renewals and growth with the world’s most important public sector organizations. You will work closely with Okta’s Customers, Partners, and key internal organizations. Success will require collaborating with other Okta internal teams including: Marketing, Operations, Partners, Renewal Sales, Product, and Engineering. As such, you will need to be an adept communicator, equally comfortable having strategic conversations as well as tactical program-level discussions.

Job Scope:

• Vision and Strategy: Develop and champion a comprehensive customer success strategy for the Federal and Public Sector, with a clear focus on driving rapid time-to-value, maximizing customer retention, and identifying opportunities for expansion within this critical portfolio.
• High-Performance Team Building and Management: Recruit, mentor, and empower a team of managers and Customer Success Managers to consistently deliver exceptional value and achieve ambitious goals for customer satisfaction, adoption, and retention within the public sector.
• Driving Customer Lifetime Value: Implement and refine customer engagement models that proactively address the unique needs of government and public sector customers throughout their lifecycle, ensuring high levels of product adoption, driving high renewal rates, and collaborating with Sales teams to identify and capitalize on growth opportunities.
• Strategic Stakeholder Collaboration: Forge strong working relationships with key internal stakeholders, including Renewals, Sales, Technical Account Managers, Marketing, Product, and Engineering, to ensure alignment on customer priorities, resolve escalations effectively, and contribute to a unified customer experience.
• Data-Driven Optimization and Continuous Improvement: Establish key performance indicators (KPIs) and leverage data analytics to monitor team performance, identify areas for process improvement, and continuously refine customer success strategies to enhance efficiency and maximize customer outcomes within the Federal and Public Sector.

Job Duties and Responsibilities:

• Define the strategy and detailed execution plan for Okta’s Federal and Public Sector Customer Success team, driving faster customer time to value, renewal rates, and growth.
• Drive renewal rates above 94%.
• Lead and manage the team, providing guidance, mentorship, and performance feedback to foster a collaborative and customer-focused culture.
• Develop detailed customer lifecycle process flows tailored to the specific needs and procurement cycles of public sector customers.
• Personally lead and build high-impact relationships with key strategic government customers.
• Build and lead a high-impact team that operates with urgency and drives measurable results.
• Continuously test, measure, and improve processes and tactics based on data-driven insights.
• Hold accountability for adoption and renewal rate improvement goals for the Federal and Public Sector customer segment.

Minimum Required Skills, Abilities, and Qualifications:

• 12+ years of experience in functions such as Customer Success, Strategic Sales, Renewal Sales, or Consulting within the software/SaaS industry.
• 5+ years of experience in a leadership or management capacity, with demonstrated success in managing and developing high-performing teams.
• Extensive experience and deep understanding of the Federal and Public Sector, including government technical considerations and cloud computing security requirements (e.g., FedRAMP).
• Demonstrates high-impact leadership skills, including setting a clear vision and strategy, motivating others, and driving urgency and results.
• Proven ability to deal with ambiguity, utilize robust problem-solving skills, and manage parallel efforts effectively.
• Exceptional business acumen with world-class presentation and customer interaction skills, comfortable engaging with executive leadership.
• Ability to base decisions on deep data analytics and persuade, influence, and motivate people.
• Experience with, or understanding of, large-scale software deployments; familiarity with the security or identity management industry is a strong plus.
• Bachelor’s Degree required, preferably in a technical discipline. Master’s degree/MBA is a plus.

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Location: We’re seeking dynamic and motivated individuals to join our team in one of our EMEA HQ, Dublin, Ireland. Our interns will be in-person. You will work in-person in the office Monday through Thursdays and can work remotely on Fridays. 

About the internship:

The Customer Success Team at Okta ensures our customers achieve their business goals using our technology. We bridge the gap between Okta’s innovations and our customers’ priorities, driving long-term value and strategic alignment.

The Okta Customer Success Intern will be involved in all stages of the customer journey: onboarding, deployment, product adoption, and renewal. You will gain hands-on experience in how a Customer Success professional strategically partners with global brands to maximise their outcomes with Okta.

You will gain experience in:

Business: Mapping the customer journey from initial setup to full adoption; learning Customer Success concepts like recurring revenue (ARR), ROI, and success planning.

Technical: Building knowledge in Identity Access Management (IAM) and Zero Trust; the opportunity to earn your Okta Professional Certification; and applying AI to CS best practices.

Functional: Developing presentation skills for executives; communicating technical concepts clearly; and collaborating with cross-functional teams.

What You’ll Get Do:

• Learn to communicate the business value of Okta’s products and solutions through presentations and storytelling.
• Observe Customer Success Managers to understand onboarding plans, competitive landscapes, and IAM best practices.
• Learn the Scale Customer Success motion and playbook.
• Collaborate with teams like Sales, Engineering, Renewals, Marketing and Customer Advocacy to drive measurable business outcomes. 

Who we are Looking For:

• Academic Journey: Currently pursuing a Bachelor’s or Master’s degree with a graduation date between December 2026 and Summer 2027.
• Problem Solvers: A proactive learner with a sharp eye for detail and the ability to solve complex problems through data and analysis.
• Communication: A strong communicator and storyteller, comfortable presenting ideas and research to diverse audiences.
• Project Management: Ability to manage multiple projects simultaneously, from performing market research to generating actionable reports.
• Tech Passion: A genuine interest in building a career within the SaaS/Cloud space, with a specific curiosity for how Identity secures the world’s leading brands.

Availability: Able to commit to a full-time 12-week internship (Summer 2026).

Okta’s Intern Program

As an intern at Okta, you’ll do real work that matters. From day one, you’ll own meaningful projects that directly contribute to our mission and get a front-row seat to how the world’s leading Identity company operates.

You won’t do it alone, you’ll have the dedicated support of a mentor and manager to help you navigate your project and master new skills. Beyond the work, you’ll join a vibrant community of fellow interns and Okta employees. You’ll have the chance to grow professionally through exclusive events like our Executive Speaker Series, technical "Brown Bag" sessions, and, of course, plenty of social events to ensure you’re having fun along the way.