Scale Customer Success Lead

5 days ago

Sydney, New South Wales, Australia Okta, Inc. Full time

Get to know Okta

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 transform 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 box; we're looking for lifelong learners and people who can improve us with their unique experiences.

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

Position Description:

We are a leading SaaS provider focused on reversing declining renewal and growth rates within the SMB sector by creating and executing a strategy that coordinates cross-functional collaboration, supports our Account Executives (AEs), and elevates partner account management capabilities.

Your focus will drive adoption, value, and retention while fostering solid relationships with other support teams. You will collaborate closely with sales, marketing, digital, scale CS, and partner teams to achieve shared goals and outcomes for the company and customers.

Key Responsibilities:

  1. Strategy: Design and execute a strategy that complements the CS Digital, SE, CS Scale, and EMG/CML AE teams. The approach will focus on improving our EMG/CML Customer engagement, adoption, net retention, and growth.
  2. Cross-functional collaboration: Drive digital, scale, sales, partners, and marketing teams to drive cohesive, impactful programs. Work closely with the APJ Customer Success and TAM teams to create resources that benefit CSMs, TAMs, AEs, and partners.
  3. Data-driven strategy: Analyze customer trends and coordinate targeted webinars, boosting adoption and strategic goals, e.g. OIE upgrades.
  4. Customer Engagement: Collaborating on topics and timing to plan and execute 1:Many customer webinars on relevant and impactful topics.
  5. Customer Escalation Management: Resolve SMB customer escalations, such as reversing incorrect auto-renewals, billing issues, and provisioning issues, ensuring high satisfaction.
  6. AE Enablement: Develop assets and processes to empower SMB AEs for more efficient and impactful account management.
  7. Partner Support: Design and implement best practice account management processes to help focus partners enhance their customer success capabilities.
  8. Cost Efficiency: Strengthen scale and digital strategies to improve cost-to-serve for uncovered accounts in FY26 and beyond.
  9. Cultural Localisation: Regions like Japan have a significant gap between covered RR and uncovered RR. This role will find tactical methods to improve our customer engagement and mitigate why customers are churning. Uncovering other regional trends and defining an executable strategy to engage customers.

Skills required for this role:

  1. Ability to analyze and interpret data insights to guide the cross-functional team on how to support best and grow our SMB customer base.
  2. Experience driving customer retention and/or growth within a high-growth company.
  3. Demonstrated success in a CSM or Account management role working with a broad range of customers who varied in size/complexity and across industry verticals.
  4. Ideally, proven track record of leading Customer Success initiatives in a SaaS environment, including hands-on experience with upsells and managing high-volume SMB customer bases.
  5. Collaboration: Ability to work effectively with cross-department senior leaders and executives.
  6. Communication: Exceptional communication skills, building customer and internal stakeholder relationships.
  7. Leadership and influence: Proven ability to build a vision and lead cross-functional teams to support and execute this vision.
  8. Multitasking: Skilled at prioritizing tasks, multitasking, and staying calm under pressure while monitoring KPIs and customer success metrics.
  9. Proactive and Creative: Organized, proactive, and innovative, passionate about driving customer engagement, loyalty, and product adoption.

Some things that would describe you:

  1. Ideally, experience as an IC CSM who has covered both Commercial and Enterprise accounts.
  2. Previous success/retention leadership experience, as well as experience working within a global matrix organization.
  3. Strong strategic planning and execution skills, with the ability to develop and implement effective customer success strategies.
  4. Proven experience influencing cross-functional teams, including Sales, Marketing, Success and other customer-impacting roles, to drive customer success initiatives.
  5. Business knowledge of the SaaS and IDAM markets, along with market insights and competitive knowledge.
  6. Track record in leading customer-facing 1:1 and 1:Many conversations.
  7. Able to effectively balance competing priorities and make decisions that best support the team and the customer.
  8. Self-motivated, proactive team player; you take action and work effectively in a highly ambiguous, ever-changing environment.
  9. Exceptional organizational and operational skills and a proven track record of delivering retention outcomes through effective process rigor and streamlining.

What you can look forward to as a 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

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran.

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