Strategic Enterprise Customer Success Leader

Okta; Houston (TX); On-site; USD 180,000 - 260,000; Full time

Job summary

Okta seeks a Principal Customer Success Manager to drive value with large-scale enterprise customers in a strategic advisory capacity. You will build executive relationships, design proactive success plans, and work with Sales, Support, Engineering, and Product to resolve escalations and spot growth opportunities.

You will translate complex technical concepts into business value, lead SBRS, and ensure renewals while expanding Okta's reach within accounts.

Qualifications

• 12+ years of experience in a customer success, account management, or consulting role, managing relationships with large, complex enterprises (preferably working with a SaaS-based technical enterprise product).
• Solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort and consistently raising your own bar.
• Demonstrate strong emotional intelligence and an elite level of relationship management and executive stakeholder development.
• Possess exceptional presentation, communication, and project management skills, particularly when engaging with C-level executives to align technical goals with business value and drive what is next.
• Have 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.
• Exhibit strong interpersonal skills and the ability to work collaboratively and cross-functionally to win as a team.
• Have good technical and problem-solving skills coupled with the ability to provide quick resolution to problems. Experience in enterprise security tools is preferred.
• Are willing to travel up to 25%.

Responsibilities

• Deliver Customer Value: Develop and nurture strong customer and C-Level 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: Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear goals, KPIs, and timelines-turning strategy into measurable traction.
• Win as a team: Champion customers internally and mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and lead coordinated success motions.
• Represent the customer's voice: Gather and surface feedback that drives continuous improvement, actively challenging what needs to evolve.
• Guide customers forward: Identify and communicate relevant new products and features, helping customers adopt and benefit from Okta's agentic capabilities.
• Identify renewal risk and collaborate with internal teams to remediate, ensure a successful renewal, and proactively spot expansion opportunities.

Skills

Customer success

Executive stakeholder management

Presentation & communication

Project management

SaaS enterprise product experience

Problem-solving

Job description

Okta seeks a Principal Customer Success Manager to drive value with large-scale enterprise customers in a strategic advisory capacity. You will build executive relationships, design proactive success plans, and work with Sales, Support, Engineering, and Product to resolve escalations and spot growth opportunities.

You will translate complex technical concepts into business value, lead SBRS, and ensure renewals while expanding Okta's reach within accounts.