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About the Role

The Customer Success Executive, SLED role is crucial for Okta's growth, serving as a dedicated resource for complex SLED accounts. You will align Okta's innovations with customer business objectives, acting as a trusted advisor to shift mindsets, create demand, and drive business value and executive alignment.

Responsibilities

• Partner with customers to define desired business outcomes, focusing on maximizing value realization across the Okta platform.
• Cement yourself as a trusted and strategic advisor to executive sponsors, translating complex technical concepts into actionable business outcomes.
• Create and implement proactive customer success plans and Strategic Business Reviews (SBRs) that outline goals, potential challenges, KPIs, and timelines.
• Conduct periodic health checks and assist with business value assessments to ensure maximum return on investment.
• Identify opportunities to optimize customer solutions and remove deployment inefficiencies.
• Serve as the primary point of contact post-implementation, assuming overall customer adoption responsibility and acting in a critical issue management role.
• Forge strong multidisciplinary relationships with Sales, Support, Engineering, and Product Management to lead and coordinate customer success.
• Act as the voice of the customer and collect feedback to drive continuous improvement.
• Provide insight into 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

• Have 10+ years of experience in a customer success, account management, or consulting role within an enterprise software or SaaS organization, specifically managing relationships with large, complex SLED aligned accounts.
• Have a solid track record of delivering and scaling an exceptional customer experience, choosing ambition over comfort, and driving critical issues to resolution while fiercely advocating on behalf of the customer.
• Demonstrate strong emotional intelligence and an elite level of relationship management and executive stakeholder development, particularly when engaging with C-level executives.
• Possess excellent knowledge and experience in the Identity and Access Management (IAM) and Security space, alongside strong knowledge of cloud architecture and on-premise IT landscapes.
• Have extensive experience in consulting and implementing IT systems (cloud service and/or identity management preferred), as well as deep knowledge of enterprise web technologies and groundbreaking infrastructures.
• Are a hands-on contributor with excellent communication skills, including specialized experience in issue tracking, triaging, and crisis management.
• Have strong technical and problem-solving skills, with 2+ years of application programming and system support experience is a bonus.
• Exhibit strong interpersonal skills, showcasing a background in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, and Service Excellence.
• Have experience with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday, etc. focused on SLED customers.
• Are available to travel up to 35%.
• 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.

Skills

• Identity and Access Management (IAM)
• Security
• Cloud architecture
• On-premise IT landscapes
• Consulting
• Implementing IT systems
• Cloud service
• Identity management
• Enterprise web technologies
• Issue tracking
• Triaging
• Crisis management
• Technical problem-solving
• Application programming
• System support
• Process Improvement
• Decision Making
• Managing Processes
• Planning
• Analyzing Information
• Service Excellence
• SaaS vendors (Box, Google Apps, NetSuite, Salesforce, ServiceNow, Workday)

Location

• Sacramento, California
• New York City

Work Type

• Hybrid

Experience Level

• 10+ years of experience in customer success, account management, or consulting
• 2+ years of application programming and system support experience is a bonus

Education Level

• Bachelor's Degree (Required) or advanced degree with equivalent experience

Salary/Compensations

• $204,000—$306,000 USD
• $182,000—$274,000 USD

Benefits

• Health, dental and vision insurance
• 401(k)
• Flexible spending account
• Paid leave (including PTO and parental leave)

About the Company

• Secure Every Identity, from AI to Human
• Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era.
• This work requires a relentless drive to solve complex challenges with real-world stakes.
• We are looking for builders and owners who operate with speed and urgency and execute with excellence.
• This is an opportunity to do career-defining work.
• We're all in on this mission.
• Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community
• We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate.
• Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Equal Opportunity

• 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.
• We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
• If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
• Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.
• Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.