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.

About the role:

This role is pivotal to the success of EMEA’s largest region, the United Kingdom and Ireland (UK&I). 

You will lead a diverse team of Customer Success Managers, covering all UK&I accounts, primarily those customers that have procured the services of a CSM, but also be accountable to provide awareness of and targeted interventions to the digitally-served customer base. You will set the overall strategy and plan for the UK&I customer base, focusing on driving maximum adoption, articulating maximum value and driving our customers to true advocacy and growth.

The main measure of success in this role is a growing customer base (measured by NRR) and a healthy team (measured by increasing employee satisfaction results). 

You will be a pivotal member of both EMEA’s CS and wider CF leadership teams and critically, an active member of the UK&I Extended Leadership Team, participating in regional strategy development, cross functional collaboration, driving risk from our customer base and uncovering expansion opportunities.

Externally, you will act as the figurehead of Customer Success into our customer base, building and evolving Executive relationships all the way up to CxO.  You will set the high delivery standard that your team aspire to and will be a highly consultative, proactive Executive leader.

What you’ll be doing

• Leading and growing a diverse team of CSMs focused on driving product adoption, value and advocacy from our customer base, resulting in success for our customers and success for Okta
• Have a maniacal focus on driving consumption, adoption and value analysis of Okta’s products through clear expectation setting with your team and driving proactive and reactive tracking of data points
• Be highly commercial in outlook, understanding cost of sales, cost of delivery, margin contribution, renewal and risk management, Sales and renewals pricing strategies, upsell / cross sell plays and business value analysis / realisation
• Contribute to EMEA’s Customer First strategy by creating and developing new and innovative frameworks, processes and content for CSMs to deliver in the field reinforcing the value and importance of Customer First
• Act as a pivotal member of both EMEA’s CS and wider CF leadership teams and critically, an active member of the UK&I Extended Leadership Team, participating in regional strategy development, cross functional collaboration, driving risk from our customer base and uncovering expansion opportunities. 
• Be a figurehead for Okta externally and be comfortable presenting at Okta or 3rd party forums (e.g User Groups, Oktane or Customer Success conferences)

What you’ll bring to the role:

• Demonstrated experience in enterprise CS leadership. Consulting background preferred
• Proven track record of setting exceptionally high standards for delivery in the UKI team, with a relentless focus on raising the quality of Success Plans, all customer deliverables, insightful customer interactions and return on investment
• Demonstrable success in partnering with Sales through building and maintaining strong business business partnership with the VP of UK&I and the extended UK&I leadership team, proactively contributing to the region’s overall strategy and success
• Proven experience of driving value and return on investment in your team’s customer delivery, ensuring all CSM led accounts conduct an appropriate level of value realisation analysis
• Proven success in driving programs of change. Analyse the changes needed in the team and create, lead and successfully conclude the programme of change (eg raising delivery and team standards, developing new models, creating and implementing innovative approaches)
• Proven experience in effectively managing a distributed team across multiple regions and countries, including a subset of CSMs providing services via two main offshore, nearshore or outsourced centres.
• Proven experience in nurturing, caring and growingall customers in region, including the lower ARR digitally-serviced customers, not just those covered by CSMs
• Demonstrable skills at data analysis and reporting to facilitate 1) building and setting a scorecard for the region and 2) leveraging our Digital Growth team in the US to build a framework to manage the digitally-covered accounts
• Proven experience in building world class, end to end customer journeys (from initial deployment to continuous renewals) through working with Professional Services, Technical Account Management, Support and Renewals leaders
• Relentless focus on excellence, growth, innovation and high delivery and operational excellence
• Well established track record of producing high quality customer and leadership results while establishing/maintaining customer relationships at all levels
• Applicants must be located within London or a reasonable commutable distance 
• Be able to travel to the office once a week (minimum). Exact days to be determined and requirements for office presence may vary week on week
• Demonstrated ability to build and lead teams of various size in delivery of services to customer, including leading remote or offshore resources
• Ability to formulate and express ideas clearly and effectively in verbal and written presentations

  Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Develops Talent: Developing people to meet both their career goals and the organization’s goals.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

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What you can look forward to as an Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

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! https://www.okta.com/company/careers/.

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 participate in the job application or interview process, please use this Form to request an accommodation.

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