Manager, Scaled Customer Success
$160,000–$220,000 year
On-siteChicago, Illinois, United States
Job Summary
Lead a team of early-career Customer Success Managers to drive adoption of Okta's critical security features, focusing on Identity Maturity and key feature adoption. Coach and mentor emerging talent to ramp quickly while refining skills, and define team goals with regular check-ins and constructive feedback. Optimize workflows by leveraging automation and AI tools to save manual hours and improve team efficiency. Partner with Sales, Support, and Product leaders to resolve customer issues and ensure successful outcomes across the organization. Cultivate a culture of calculated risk-taking that breaks down slow processes to drive unique results. Manage team performance against customer health, adoption, renewal, and growth targets within a pooled engagement model.
Required Qualifications
- 8+ years of relevant experience
- Bachelor's degree
- 6+ years in Customer Success
- 2+ years of managerial / leadership experience
- A proven track record and motivation for onboarding, nurturing and growing an early-in-career team
- Passion for leading high-performance teams, coaching to develop skills, and helping to chart career paths
- Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment
- Experience working with both in-person and remote teams
- Clear communicator who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing
- Excellent presentation skills
- Passion for explaining complex technical concepts in a digestible manner
- Coaching ability to help teams explain complex technical concepts
- Demonstration of operational excellence in analytical thinking, process improvement, problem-solving, communication, delegation, and planning
- Ability to collaborate across the organization and with external stakeholders
- Experience successfully engaging and working with customers including IT administrators up to executives
- Strong operational skills that will drive organizational efficiencies and customer satisfaction
Desired Qualifications
- Experience in a pooled/scaled Customer Success team
- Experience with Digital Customer Success
- Experience with Okta
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