Senior Manager, Customer Success ANZ

Okta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences.

Join our team We're building a world where Identity belongs to you.

The Opportunity

We are looking for someone to lead our ANZ Customer Success team who is passionate about technology, strategic problem-solving, and providing thought leadership to help our customers on their Identity journey.

You are a continuous learner, building your product and industry knowledge. You are also excellent at building executive-stakeholder relationships. Although your duties are to lead the team, you must have been an Individual contributor CSM to qualify for this leadership role. We are seeking someone who can demonstrate practical solutions to customer engagements to support and grow the teams' talents.

You are a natural collaborator with Sales, TAMs, Renewals, Professional Services, Support and Engineering teams. You have to see our customers with a balance of making them successful within their environment and the positive impact on customers who are widening their footprint with Okta.

Job Duties and Responsibilities:

People: Demonstrated years of being a CSM Leader, you will be pivotal in building and leading a diverse and highly skilled team. You'll coach and nurture team members, ensuring their personal and professional growth. You will support the team in fostering a robust, inclusive culture that values collaboration, innovation, and excellence. The team is looking for a leader with a vision to drive the best customer experience possible and the ability to show in practice what great looks like. You focus on maximising the team members' potential and growing their careers.

Leadership: In this role, you will lead a group of CSMs within the ANZ team. You will work closely with other functional leaders and partners to understand our customers and the identity environment. You 'Empower our people' and care about helping them with practical day-to-day skills and more strategic skills to raise the bar in customer engagement.

You will develop a vision and pivot the team in the direction required by our constantly evolving customer environment. Your leadership extends to holding strategic customer relationships and being a thought leader in the public space on Identity.

Performance: You are responsible for building and maintaining customers' success playbooks that guide our team to produce high-quality outputs. Those outputs include mutual success plans, industry insights, Customer QBRs, Monthly check-ins, escalation handling, etc.

You will also be able to scale our impact on the team by leveraging your data and insights and utilising innovative tools and processes to continuously improve our customer engagements.

Customers: You have demonstrated experience working with the ANZ market and customers. You and your team will partner with our customers and their partners to maximise the value of the Okta platform. You recognise opportunities for customers to buy and adopt newer Okta use cases to strengthen their security posture.

Our customers need to continue validating their I.T. spending, and your team's partnership will drive clear business value insights to achieve this and reduce churn across our customer base.

Ownership: Manage your Book of Business, mitigate churn risk, identify growth opportunities, remove blockers, and establish yourself as a high-value resource to your customer stakeholders.

Product Knowledge : You will take the time to develop your understanding of Okta's products and services. You will understand current use cases and apply new use cases to roadmap features. You will build knowledge by achieving minimum certification levels and staying current on solutions and 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. Through these insights, you will guide your team on where to focus conversations with our diverse customer set.

Skills required for this role:

• Excellent verbal and written communication skills.
• Proven track record of solutions-focused strategic thinking with the ability to act tactically in a high-velocity, agile company.
• Demonstrable skills in leadership and influencing senior stakeholders.
• Ability to analyse and interpret data insights to guide the team on becoming a trusted advisor on the customer's journey.
• Experience driving customer retention and/or growth within a high-growth company.
• Demonstrated success in a CSM role working with a broad range of customers, who varied in size/complexity and across industry verticals.
• Experience with leading people, with strengths in mentoring and coaching.
• Demonstrable experience in attracting, building and coaching high-performing teams.
• Strong interpersonal skills and proven ability to build relationships at all organisational levels and across regions.
• You look to improve your team's performance every day, and you have introduced examples of innovations that improve team outcomes and performance.
• Knowledge and experience in Identity and Access Management (IAM) and Security space is a bonus.

Travel: Up to 10% travel required within APJ and United States

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What you can look forward to as an Full-Time Okta employee

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today .

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Individuals seeking employment at this company are considered without regards to race, color, religion,national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, genderidentity, or sexual orientation. When submitting your application above, you are being given theopportunity to provide information about your race/ethnicity, gender, and veteran status. This informationhelps us support or diversity, inclusion, and belonging efforts, as well as maintain fair and equitablehiring practices.

Completion of the form is entirely voluntary. Whatever your decision, it will not beconsidered in the hiring process or thereafter. Any information that you do provide will be recorded andmaintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate bymaking the appropriate selection. As a government contractor subject to Vietnam Era Veterans ReadjustmentAssistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreachand positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air servicewho is entitled to compensation (or who but for the receipt of military retired pay would be entitled tocompensation) under laws administered by the Secretary of Veterans Affairs; or a person who was dischargedor released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date ofsuch veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.military, ground, naval or air service during a war, or in a campaign or expedition for which a campaignbadge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.military, ground, naval or air service, participated in a United States military operation for which anArmed Forces service medal was awarded pursuant to Executive Order 12985.

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The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 18,800 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

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