Head of Customer Success EMEA

Love our Customers is our #1 Value at Okta.   The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy is helping all of our customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that all customers deserve an exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.

Reporting into our Senior Vice President of Customer Success and Technical Account Management, the VP of Customer Success EMEA will be directly responsible for leading our Customer Success Management team for the region.  In close partnership with our EMEA General Manager, you will set the strategic vision for how we drive time to value, adoption, customer satisfaction and growth across a broad range of subregions - each with their own business cultures, currencies and languages.

You will have a proven track record of over-achieving against revenue targets.  You will be comfortable consulting and negotiating with C level executives, backed up with a deep understanding of their business objectives.  You are a strong communicator, builder, and people leader and will effectively understand and represent the EMEA CF business to internal stakeholders at the highest levels.  

DUTIES AND RESPONSIBILITIES:  

• You ensure that all customers derive maximum value from their investment in Okta
• Hire and develop world-class talent and manage performance to ensure career growth opportunities
• Build and implement prescriptive best practices and drive thought leadership
• Deliver Customer Success Outcomes - Increase renewal rates and reduce churn, drive adoption and new business growth, influence customer satisfaction.
• Drive continuous process and scale improvement
• Build and cultivate C-level relationships to solidify our partnership and dedication to the customer while penetrating the account deeper
• Build and champion executive relationships with our most strategic customers - act as an executive sponsor
• Foster a region-wide culture of Customer Success and Cusomer First.
• Collaborate with the leaders across sales, product, marketing to continue to grow Okta EMEA
• Partner with sales leaders to develop and close new subscription opportunities and services bookings, to achieve QoQ and YoY growth targets
• Prepare, lead, and present quarterly business reviews (QBRs)          

QUALIFICATIONS:

• Bachelors Degree in Information Technology or Business
• Broad-based business professional with extensive experience leading Customer Success or Services in a product company that delivers SaaS solutions.
• Deep relationships with C-level executives at Fortune 100 companies
• Demonstrated success in building a Services or Customer Success organization in a company generating over $1B in revenue
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
• Consistent track record working with Product Management to deliver customer functionality to drive adoption
• Experience building and running a business with extraordinary operational skills.
• Bold nature and dream to grow a business
• Excellent communication, presentation and preparation skills.Excellent analytical and negotiation skills, particularly at C level
• Ability to quickly grasp and distinctly explain technological and business concepts

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: