[Remote] Customer Success Executive, SLED

Note: The job is a remote job and is open to candidates in USA. Okta is a company focused on securing identities for businesses. They are seeking a Customer Success Executive to manage complex SLED accounts, ensuring customer satisfaction and aligning Okta’s solutions with client business objectives.

Responsibilities

• Partner with customers to define desired business outcomes, focusing on maximizing value realization across the Okta platform
• Create and implement proactive customer success plans and Strategic Business Reviews (SBRs) that outline goals, potential challenges, KPIs, and timelines to turn action into traction and accelerate growth
• Conduct periodic health checks, and assist with business value assessments to ensure maximum return on investment
• Identify opportunities to optimize the customer’s use of our solutions and remove any known inefficiencies in deployment
• Serve as the primary point of contact post-implementation, assuming overall customer adoption responsibility and acting in a critical issue management role
• Forge strong multidisciplinary relationships with Sales, Support, Engineering, and Product Management to lead and coordinate customer success
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, constantly interrogating what needs to evolve to thrive in change
• Provide insight with respect to the availability and applicability of new products and features, guiding customers into the agentic era
• Identify renewal risk and collaborate with internal teams to remediate, ensure a successful renewal, and proactively spot expansion opportunities

Skills

• 10+ years of experience in a customer success, account management, or consulting role within an enterprise software or SaaS organization, specifically managing relationships with large, complex SLED aligned accounts
• A solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort, and driving critical issues to resolution while fiercely advocating on behalf of the customer
• Strong emotional intelligence and an elite level of relationship management and executive stakeholder development, particularly when engaging with C-level executives
• Excellent knowledge and experience in the Identity and Access Management (IAM) and Security space, alongside strong knowledge of cloud architecture and on-premise IT landscapes
• Extensive experience in consulting and implementing IT systems (cloud service and/or identity management preferred), as well as deep knowledge of enterprise web technologies and groundbreaking infrastructures
• Hands-on contributor with excellent communication skills, including specialized experience in issue tracking, triaging, and crisis management
• Strong technical and problem-solving skills, with 2+ years of application programming and system support experience is a bonus
• Strong interpersonal skills, showcasing a background in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, and Service Excellence
• Experience with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday, etc. focused on SLED customers
• Hold a Bachelor's Degree (Required) or advanced degree with equivalent experience
• Available to travel up to 35%
• Meet SLED-specific background requirements: Familiarity with state and local compliance standards is a bonus, and you must be eligible to clear specific state, local, or educational background checks as required by our customers
• Must be a US Citizen
• The ideal candidate will be located Sacramento, California or New York City

Benefits

• Equity (where applicable)
• Health, dental and vision insurance
• 401(k)
• Flexible spending account
• Paid leave (including PTO and parental leave)
• Immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one

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