Success Insights Manager

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 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, large and small, deserve an exceptional experience and this assistance. When we do this well, our customers succeed and Okta succeeds by growing our renewal rates.   

The Success Insights Manager role is an exciting opportunity to help execute a scaled success strategy, providing exceptional, data-driven content that maximizes value for customers post-sale. You will execute digital success programs that involve designing and developing visually engaging and informative data-driven content tailored to our customers’ unique use cases that also scale effectively to meet the needs of our expanding customer base. This content will serve as powerful tools for our post-sales teams, including customer QBRs, automated delivery plans, and more, helping them demonstrate the value of Okta and drive product adoption among our largest customers. Your primary targets will include driving adoption and retention as well as the future growth of our customer base while saving time for customer-facing teams, including those who manage our largest book of accounts. You will be deep in the data, monitoring and optimizing your programs along the way. 

You will partner with many cross-functional groups within Okta, including Product, Business Technology, Data, Marketing, Technical Account Management, Renewals, Sales, and outside vendors. Success in this role will require both a strong ability to understand the needs of large Enterprise customers and develop solutions that scale. You will obtain in-depth knowledge of Okta products, how they are adopted, and understand our customers and why they stay with Okta while leveraging underlying data to inform new programs and opportunities. You’ll also influence how we engage our customers in a human, meaningful, and value-driven manner. This is the chance to shape a highly visible area of the business that directly impacts our bottom line. 

Job Duties and Responsibilities: 

AI-Driven Automated Insights Content Creation:

• Automate the creation of data-heavy customer-facing content and other insights via a content automation tool, prioritizing the use of AI prompting models to generate proactive and personalized customer narratives. 
• Drive the strategic shift from traditional rule-based logic to scalable, generative AI workflows for producing tailored content that maximizes customer value. 

Customer-Centric Approach:

• Collaborate closely with post-sales customer-facing teams to understand the needs and challenges of our enterprise customers.
• Translate customer and product insights into effective and persuasive deck content that addresses their pain points and highlights Okta's solutions.

Scalability and Product Alignment:

• Design solutions that scale to accommodate a diverse range of enterprise customer profiles.
• Regularly update and refine decks based on product usage data, ensuring they remain aligned with the latest features and capabilities of Okta and drive strong product adoption and retention.

Data-Informed Decision Making:

• Creatively leverage AI techniques to analyze usage trends and program performance, identifying patterns in what is working and what is not working at scale. 
• Develop methodologies to quantify and represent the business impact related to retention and adoption goals through AI-driven automation programs. 

Collaboration and Feedback:

• Work closely with cross-functional teams, including Product Management, Marketing, Data, and Technical Account Management, to gather insights and feedback for continuous improvement.
• Actively participate in collaborative sessions to align deck content with overarching business goals.

Minimum Required Skills and Abilities:

• AI and Automation Mindset: Must possess the mindset to transition program design from traditional if/then decision trees to effective AI prompting and LLM workflows. Continuously test, measure, analyze, and recommend optimizations for existing programs and new opportunities
• Proven ability to craft insights out of data. Possess expertise in developing value and adoption narratives at scale.
• Strong understanding of enterprise customer needs and the ability to translate those needs into compelling deck content.
• Knowledge of Salesforce.com, Gainsight, Pendo, Tableau, Databricks, Snowflake, etc. to get the data and insights you need to successfully design, execute, and monitor programs. 
• Bonus points if you have experience with Matik or related deck-automation tools.
• Possess knowledge in the use of various content types and engagement methods, such as AI agents, video, in-app guides, and email, with demonstrated experience in prompt engineering for generating actionable insights and compelling content
• Ability to leverage an effective track record of success to positively influence program execution across teams
• Display effective communication and team collaboration skills
• Demonstrate excellent communication skills (presentation, verbal and written)

Qualifications:

• Prior experience managing digital success programs, as a growth product manager/marketer, or automating insights.
• Experience in building enterprise SaaS adoption programs is desired
• 5+ years of related experience
• Bachelor’s degree; advanced degree in a business, marketing, analytics, or technical field preferred
• Adaptability, flexibility in the face of changing business requirements and conditions
• Knowledge in identity, security, access management, workflow, and/or developer-facing products

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