Director of Customer Success ANZ

The  Opportunity

We are looking for an experience leader for our ANZ Customer Success team who is passionate about technology, strategic problem-solving, and providing thought leadership to help our customers on their Identity journey. 

You are a continuous learner, building your product and industry knowledge. You are also excellent at building executive-stakeholder relationships. Although your duties are to lead the team, you must have been an Individual contributor CSM to qualify for this leadership role. 

We seek someone who can demonstrate practical solutions to customer engagements to support and grow the teams' talents. You are a natural collaborator with Sales, TAMs, Renewals, Professional Services, Support, Engineering and partner teams. You have to see our customers with a balance of making them successful within their environment and positively impacting customers by growing their footprint with Okta.  

Job Duties and Responsibilities:

People: Demonstrated years of being a CSM Leader, you will be pivotal in building and leading a diverse and highly skilled team. You'll coach and nurture team members, ensuring their personal and professional growth. You will support the team in fostering a robust, inclusive culture that values collaboration, innovation, and excellence. The team is looking for a leader with a vision to drive the best customer experience possible and the ability to show in practice what great looks like. You focus on maximising the team members' potential and growing their careers. 

Leadership: In this role, you will lead a group of CSMs within the ANZ team. You will work closely with other functional leaders and partners to understand our customers and the identity environment.  You ‘Empower our people’ and care about helping them with practical day-to-day skills and more strategic skills to raise the bar in customer engagement.

You will develop a vision and pivot the team in the direction required by our constantly evolving customer environment.  Your leadership extends to holding strategic customer relationships and being a thought leader in the public space on Identity. 

Performance: You are responsible for building and maintaining customers' success playbooks that guide our team to produce high-quality outputs. Those outputs include mutual success plans, industry insights, Customer QBRs, Monthly check-ins, escalation handling, etc.

You will also be able to scale our impact on the team by leveraging your data and insights and utilising innovative tools and processes to improve our customer engagements continuously.

Customers: You have demonstrated experience working with the ANZ market and customers. You and your team will partner with our customers and their partners to maximise the value of the Okta platform.  You recognise opportunities for customers to buy and adopt newer Okta use cases to strengthen their security posture.

Our customers need to continue validating their I.T. spending, and your team's partnership will drive clear business value insights to achieve this and reduce churn across our customer base.

Ownership: Manage your Book of Business, mitigate churn risk, identify growth opportunities, remove blockers, and establish yourself as a high-value resource to your customer stakeholders.

There will be strategic accounts that our CSMs do not cover. You are expected to support and work with the sales team to find tooling and efficient ways to support the uncovered customer base.

Product Knowledge:  You will take the time to develop your understanding of Okta's products and services. You will understand current use cases and apply new use cases to roadmap features. You will build knowledge by achieving minimum certification levels and staying current on solutions and roadmaps.

Research and Insights: Conduct regular research on industry trends, customer needs, and preferences to develop thought leadership through industry trends and insights to drive customer innovation. Through these insights, you will guide your team on where to focus conversations with our diverse customer set. 

Skills required for this role:

• Tenured experience leading and developing teams, with a focus on fostering growth and collaboration
• Excellent verbal and written communication skills.
• Proven track record of solutions-focused strategic thinking with the ability to act tactically in a high-velocity, agile company.
• Demonstrable skills in leadership and influencing senior stakeholders.
• Ability to analyse and interpret data insights to guide the team on becoming a trusted advisor on the customer's journey.
• Experience driving customer retention and/or growth within a high-growth company. 
• Demonstrated success in a CSM role working with a broad range of customers, who varied in size/complexity and across industry verticals. 
• Experience with leading people, with strengths in mentoring and coaching.
• Demonstrable experience in attracting, building and coaching high-performing teams.
• Strong interpersonal skills and proven ability to build relationships at all organisational levels and across regions.
• You look to improve your team's performance every day, and you have introduced examples of innovations that improve team outcomes and performance.
• Knowledge and experience in Identity and Access Management (IAM) and Security space is a bonus.

Travel

• 5%-10% of travel is required within APJ and the United States

#LI-MT1
#LI-Hybrid