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Okta // identity access management for apps & devices
Chicago, Illinois; Detroit, Michigan; Columbus, Ohio; Houston, Texas    Posted: Thursday, July 08, 2021
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The Regional Manager of Customer Success will be responsible for running & leading one of Oktas teams of Customer Success Managers who are tasked with providing a high level of service, establishing & maintaining executive relationships with Oktas customers, & ensuring Okta continues to deliver value to customers. You will be responsible for driving customer adoption & success through CSMs who provide oversight, adoption recommendations, find opportunities for greater service & mitigate risk. The success of this role means higher customer happiness, retention & expansion of Oktas business. 


  • You lead a team of Oktas Customer Success Managers who field requests from Customers, Sales, & Support to assist customers
  • Manage some of the top customers in your territory with direct hands on customer responsibilities
  • You'll actively engage customers we figure out need help based on our analytics, ensure our top accounts are monitored closely, & facilitate executive engagement
  • We work closely with Sales & Renewals leadership to ensure prospect customers & existing customers are getting value from Okta & renew as well as working with Oktas Big Data team to develop, review, & act upon metrics critical to reaching Oktas objectives
  • Effectively lead & participate in customer critical issues to ensure successful resolution 


  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline. Or Equivalent Experience.
  • Similar background in Customer support, technical support, system administration or related customer facing role.
  • Expertise supporting on both classic & modern web stacks
  • Experience supporting REST APIs
  • Real passion for solving issues & advocating for their success, in a dynamic, highly technical environment.
  • You learn new technologies quickly.
  • Excellent customer service & communication skills in variety of forms(written, live chat, conference calls, in-person.)
  • You work independently with little direct supervision & as a part of a team.
  • Excellent analytical & organizational abilities.
  • Strong Analytical thinking, Attention to detail, Communication Proficiency, Leadership, Partnership, Customer Focus, Flexibility, Supervisory Responsibility, & Problem Solving skillsets
  • Exhibits confidence & an deep understanding of emerging industry practices when solving business problems
  • Identifies critical issues with ease
  • Pushes creative thinking beyond the boundaries of existing industry practices & customer mindsets.
  • Years of supervisory management, customer success, & experience in a SaaS organization
  • Broad knowledge & a deep understanding of Identity & Access Management (IAM) & the Security industry
  • General knowledge of cloud architecture as well as onpremise IT landscape
  • Experience in consulting & implementation of IT systems preferably cloud service and/or identity management
  • Knowledge of enterprise web technologies, security & cuttingedge infrastructures
  • Specialized training on support, SAML, security preferred
  • Application programming & system support experience is strongly preferred
  • Agreeable & willing to be a handson contributor
  • Excellent communication skills, including issue tracking, triaging & crisis management
  • You've lead or showcase Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
  • Experience working with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow & Workday preferred
  • Ability to travel up to 35% 
Oktas Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our companys actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, & maintain transparency. Its our expectation that our managers & leaders embody these core competencies:
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