Senior Customer Success Manager, SLED

Okta is a company focused on securing identities across various sectors, including AI. They are seeking a Senior Customer Success Manager for the SLED (State, Local, and Education) sector to drive customer engagement and ensure alignment between customer needs and Okta’s solutions.

Responsibilities:

• Deliver Customer Value: Develop and nurture strong customer relationships to understand their business goals and needs, ensuring retention, happiness, and a significant return on investment. Cement yourself as a trusted and strategic advisor, translating complex technical concepts into actionable business outcomes
• Drive for Results: 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
• Win as a Team: Act as the liaison for technical inquiries, issues, or escalations. Forge strong multidisciplinary relationships with Sales, Support, Engineering, Product Management, and other stakeholders 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

Requirements:

• 5+ years of experience in a customer success, account management, or consulting role, managing relationships with large, complex state, local, or higher education organizations with a SaaS-based technical enterprise product
• A solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort and consistently raising your own bar
• Strong emotional intelligence and an elite level of relationship management and executive stakeholder development
• Understanding of SLED regulatory, procurement, and compliance requirements (e.g., StateRAMP, FERPA, CJIS) deeply, yet look for ways to eliminate friction and move fast within those boundaries
• Exceptional presentation and communication skills, particularly when engaging with C-level executives and institutional leaders to align technical goals with business value
• Strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer's business priorities, and anticipate their needs
• Strong interpersonal skills and the ability to work collaboratively and cross-functionally to win as a team
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems
• Willingness to travel up to 35%
• Hold a Bachelor's Degree (Required) and equivalent experience
• 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
• Experience in enterprise security tools