Customer Success Manager

About the role:

We are looking for someone to join our growing CSM team, to cover Italian and French Accounts. (FLUENT ITALIAN required) Do you have a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.  You will be part of our EMEA Customer Success team, managing a book of business alongside being responsible for targeted intervention into our digitally-served customer base in your assigned region.

You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor.  You will guide our customers to rapid adoption, expansion, and identity churn risks. 

As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams.

What you’ll be doing:

Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity):

• Customer Success and Growth: Own and drive a Success Plan for each covered customer, containing appropriate plans to accelerate customers' adoption and value from Okta and drive them to a place of successful and measurable outcomes, advocacy, retention and growth.
• Ownership: Take ownership of your assigned Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders.
• Adoption: Have a relentless focus on driving consumption and adoption of Okta’s products through clear expectation setting with customers, implementation of best practices and driving proactive and reactive tracking of data points
• Digital Account Ownership: Leverage the tools and techniques provided by the Digital Growth team in the US to build a high level understanding of the digitally-serviced (ie non CSM covered) accounts in your respective region (e.g. monitoring adoption trends, health scores and other data points). Work with your manager to determine appropriate and targeted interventions to mitigate risk and grow accounts 
• Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals.
• Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions.
• Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers.
• Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Enga