Senior Customer Success Manager, DoD/IC/FSI

About the Role: 

As a Senior Customer Success Manager, DoD/IC/FSI, you will serve as a strategic, senior individual contributor managing our most complex and mission-critical customer relationships within the Department of Defense, Intelligence Community, and Federal System Integrators segment. This is a specialized role that demands deep expertise in government security compliance, identity and access management, and the unique operational cadence of classified and unclassified federal environments.  

Reports to: Senior Manager, Customer Success - DoD/IC/FSI.  In this role you will operate at the intersection of customer success, regulatory compliance, and product strategy—serving as a trusted strategic advisor to C-suite and technical leadership at your assigned accounts while simultaneously acting as the voice of these specialized customers within Okta's broader organization. Unlike traditional CSM roles, you will have direct input into product roadmap decisions, regulatory strategy, and cross-functional escalations that impact mission-critical deployments.

This role requires someone who not only understands the **what** of government procurement and compliance but deeply grasps the **why**—the mission imperatives, security postures, and operational constraints that drive decision-making in these environments.

In this role, you will conduct:

Strategic Customer Leadership & Relationship Management

• Serve as the primary executive point of contact for your assigned DoD/IC/FSI strategic accounts, managing relationships at the C-suite, security leadership, and technical teams
• Develop and execute multi-year customer success strategies that align Okta's identity and access management capabilities with customers' mission objectives, security posture improvements, and compliance requirements
• Conduct regular business reviews with customer executives, presenting data-driven insights on adoption, ROI, risk reduction, and strategic value delivery
• Anticipate and proactively address customer needs before they escalate, leveraging deep knowledge of government procurement cycles, budget constraints, and authorization timelines

Compliance, Security & Regulatory Navigation

• Serve as a liaison for government security and compliance inquiries, including Authorization pathways, DISA authorization and security requirements, FedRAMP compliance and continuous monitoring obligations.
• Translate complex regulatory requirements into actionable customer success plans and product recommendations
• Collaborate with Okta's Compliance, Legal, and Product teams to ensure customer accounts remain compliant and authorized
• Educate customers on regulatory changes and proactively identify risks to their authorization status or renewal cycles

Cross-Functional Leadership & Orchestration

• Act as the primary orchestrator for complex customer escalations, coordinating between Support, Engineering, Product Management, Sales, and Compliance teams
• Participate in cross-functional forums (product roadmap discussions, engineering prioritization meetings, compliance working groups) as the voice of DoD/IC/FSI customer requirements
• Lead high-priority technical and strategic initiatives
• Escalate and advocate for customer needs through appropriate channels, including senior management and product leadership

Adoption, Value Realization & Retention

• Drive application onboarding and adoption by:
• Assessing application portfolios and prioritizing migration based on risk, compliance impact, and business value
• Designing phased implementation plans that account for government change management processes and security gates
• Coordinating with customer teams to remove adoption blockers and ensure successful rollout
• Identify and mitigate renewal risk through early warning systems, proactive remediation, and executive engagement

What You'll Bring to the Role

Preferred Experience & Background:

• 7+ years of customer success, account management, or consulting experience focused on government customers (DoD, IC, or Federal agencies)
• 5+ years of hands-on experience with enterprise SaaS products, specifically in the identity and access management (IAM), cloud security, or zero trust space
• Proven track record of managing complex, multi-year government customer relationships with demonstrated success in adoption, retention, and expansion
• Strong understanding of government regulatory and compliance requirements.
• Experience navigating and steering customer engagements to completion with a high level of customer satisfaction.
• Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
• Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities and anticipate the customer’s needs
• Strong interpersonal skills and the ability to work and collaborate with multiple teams who have varying backgrounds and skills
• Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
• Experience with Okta products and platform (or ability to quickly master them)
• US Citizenship required.  Former government security clearance holder with previous TS/SCI or equivalent clearance (active clearance not required but highly valued)
• Estimated local travel for onsite customer visits may vary between 25%-30%.

Additional Requirements:
U.S. Citizenship: This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Citizen status upon hire, and remain living in the U.S. while in this role.

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