Principal Customer Success Manager

We are looking for builders and owners who operate with speed and urgency and execute with excellence.

The Principal Customer Success Manager role will play a critical part in the exciting growth and retention trajectory of the Key Accounts Sector at Okta. You will report to the Director, Customer Success and be responsible for complementing Okta's innovations, best practices, and capabilities with our valued customers' business objectives and priorities.

As a strategic and trusted advisor, you will shift customer mindsets, create demand for our solutions, and drive higher business value and executive alignment between Okta and our customers.

The ideal candidate embodies a high-performance mindset-consistently raising the bar, turning action into traction, thriving in change, and moving fast to simplify and repeat. It requires complementing Okta's innovations, efficiencies and capabilities with our valued customers' business objectives and priorities thereby driving higher business value and executive alignment between Okta and our customers, but it also demands a leader who can navigate these constraints with urgency and an obsession for concrete outcomes.

Strong problem-solving, orchestration, and consultative skills are necessary for navigating challenges, finding innovative solutions, and winning as a team.

- 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.

- Have 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).

- Have a 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.

Below is the annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location.

In addition, Okta offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us .

The annual OTE range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York, and Washington is between:

Below is the annual On Target Compensation (OTE) range for candidates located in San Francisco Bay Area. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.

To learn more about our Total Rewards program please visit: https://rewards.okta.com/us .

The OTE range for this position for candidates located in the San Francisco Bay area is between:

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.