The  Opportunity

We are looking for someone to join our team who has a passion for technology, a desire to build a career in Customer Success, and an interest in helping customers get real value from their Identity investment.

You are a continuous learner, building your product knowledge and foundational Customer Success skills under the mentorship of senior CSMs on the team. You will own a portfolio of established accounts, executing proven playbooks to drive adoption, protect renewals, and build the relationships that let you grow into a broader strategic role over time.

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: Execute proven playbooks and programmatic motions (health checks, business reviews, renewal prep) to drive adoption and outcomes across your portfolio. Build toward identifying growth opportunities as your account knowledge deepens.
• 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.
• 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 while collaborating closely with Technical Account Managers (TAMs) to ensure seamless technical support and strategic guidance for customers, aligning on customer goals and technical roadmaps.
• 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. 
• 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.
• 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. 
• Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions.
• AI Fluency: Use sanctioned AI tools to scale your own research, prep, and account management workflow, and optimise the impact of strategic success plans.

You would be Ideal for this role if you have: 

• 2+ years of experience in a professional, customer-facing role (Customer Success, Account Management, or similar). 
• A strong, foundational understanding of SaaS or technical platforms, and genuine interest in building deeper product expertise.
• Customer-centric and proactive mindset that is focused on building trust and driving adoption.
• The ability to manage a portfolio of accounts in a structured, programmatic way, adapting to shifting priorities within a defined scope.
• Comfort operating in a distributed, async, multi-country team environment.
• Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems.
• Strong oral, written and presentation skills 
• Ability to travel 10-15% onsite to customers, and work 2 days a week in our office.
• Flexibility to occasionally attend global meetings, training, kick offs outside normal hours.

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