Regional Manager, Customer Success - SLED

About the role

As the Regional Manager, Public Sector Customer Success, you will lead and scale Okta's SLED (State, Local, and Education) team during a pivotal era of digital transformation. We are seeking a proactive, visionary leader who thrives in a fast-paced environment and is passionate about building bridges between technology and public service. You will be responsible for a portfolio of large enterprise accounts, developing strategies that don't just drive retention and expansion, but ensure our public sector partners achieve secure, seamless identity for their constituents.

What you'll be doing:

• Team Leadership & Mentorship: Lead and manage a team of Customer Success Managers, providing consistent guidance, mentorship, and performance feedback to build a high-performing unit. You will be responsible for fostering a collaborative, customer-focused culture that aligns with Okta's core values.
• SLED Strategic Execution: Help define and execute a strategy tailored to the unique needs of the Public Sector, focusing on long-term customer retention, satisfaction, and revenue growth. This includes equipping your team with specialized playbooks for onboarding and adoption that account for government-specific timelines.
• Value Realization: Deploy specific strategies focused on identifying customer value and accelerating the realization of that value, ensuring SLED organizations achieve their mission-critical goals with Okta.
• Cross-Functional Advocacy: Collaborate closely with Sales, Product, Customer Support, and Marketing to ensure a seamless journey for the customer. You will act as a bridge, ensuring that unique government security requirements and product feedback are communicated back to our internal teams.
• Revenue & Growth Strategy: Partner with the Sales team to identify upselling and cross-selling opportunities, maximizing customer lifetime value while navigating the complexities of public sector procurement and budget cycles.
• Data-Driven Optimization: Utilize customer feedback and data analytics to identify trends, challenges, and opportunities within the SLED territory. Leverage these insights to inform strategic decisions and continuously enhance the overall customer experience.

What you'll bring to the role:

• Proven Leadership: 5+ years of experience in a leadership or management capacity , with a demonstrated track record of developing high-performing teams across diverse regions in a SaaS company.
• Public Sector Domain Expertise: 10+ years of experience in Customer Success or Account Management specifically within the Public Sector.
• Security & Compliance Fluency: A deep understanding of the government's identity-centric security requirements. Familiarity with frameworks such as CJIS, HIPAA, as well as State-level "StateRAMP" requirements, is highly preferred.
• Strategic Alignment: Ability to think strategically about account management and align initiatives with broader business objectives and customer retention goals.
• Executive Presence: Exceptional interpersonal skills with the ability to build trust and influence stakeholders at all levels, including government executive leadership.
• Analytical Rigor: Strong analytical skills to assess customer health data and feedback, translating those metrics into actionable insights for the team.
• Operational Agility: The ability to thrive in a cross-functional environment, managing multiple priorities while collaborating with Sales, Product, and Support teams.

Customer Advocacy: A relentless passion for delivering exceptional service and ensuring customers realize the full value of their investment.

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