Scale Customer Success Lead

3 days ago

Sydney, Australia Okta 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 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.

**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.

This is a high-impact role that will maximise the impact of current disconnected scale motions. Our uncovered accounts make up almost 50% of FY25 Renewal At Bat. A decrease of churn by 2% is a saving of nearly $1M, which is an almost 10% save on the overall churn target.

**Key Responsibilities**:

- 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.
- 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.
- Data-driven strategy: Analyze customer trends and coordinate targeted webinars, boosting adoption and strategic goals, e.g. OIE upgrades.
- Customer Engagement: Collaborating on topics and timing to plan and execute 1:Many customer webinars on relevant and impactful topics
- Customer Escalation Management: Resolve SMB customer escalations, such as reversing incorrect auto-renewals, Billing issues, and provisioning issues, ensuring high satisfaction.
- AE Enablement: Develop assets and processes to empower SMB AEs for more efficient and impactful account management.
- Partner Support: Design and implement best practice account management processes to help focus partners enhance their customer success capabilities.
- Cost Efficiency: Strengthen scale and digital strategies to improve cost-to-serve for uncovered accounts in FY26 and beyond.
- 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**:

- Ability to analyse and interpret data insights to guide the cross-functional team on how to support best and grow our SMB customer base
- Experience driving customer retention and/or growth within a high-growth company.
- 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.
- 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
- Collaboration: Ability to work effectively with cross-department senior leaders and executives.
- Communication: Exceptional communication skills, building customer and internal stakeholder relationships.
- Leadership and influence: Proven ability to build a vision and lead cross-functional teams to support and execute this vision.
- Multitasking: Skilled at prioritising tasks, multitasking, and staying calm under pressure while monitoring KPIs and customer success metrics.
- Proactive and Creative: Organized, proactive, and innovative, passionate about

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