Senior Manager, Retention Strategy & Intelligence

Senior Manager, Retention Strategy & Intelligence

Washington, DC

Secure Every Identity, from AI to HumanIdentity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.This is an opportunity to do career-defining work. Were all in on this mission. If you are too, lets talk. The Vision At Okta, growth is our mandate, but a secure foundation is the prerequisite. To protect our critical customer relationships and empower our teams, we are enhancing our GTM function with AI capabilities as a part of our broader retention strategy. The Role We are looking for a technical operator with strong strategic vision and business acumen to own the development and operationalization of Guided Renewals, our AI-powered approach to proactive retention. As the Senior Manager of Retention Strategy & Intelligence, you will partner directly with our Renewals organization while collaborating with GTM functions across the customer lifecycle and our Technology, Data, and Insights (TDI) team. In this role, you will own the intelligence layer that drives retention: identifying and tracking risk signals, partnering with teams to build AI models that surface risk and recommend personalized interventions, and leading the field cadences that turn insights into action. Core Responsibilities

1. Risk Signal Ownership & Analysis Own definition, tracking, and interpretation of customer risk signals including usage, engagement, sentiment, and commercial health. Partner with TDI to establish signal weighting, scoring thresholds, and supporting data infrastructure. Translate risk analysis into clear, actionable intelligence for field teams and leadership.
2. AI Model Design & Recommendation Engine Define the guidelines, guardrails, and decision logic that govern AI-driven retention recommendations. Partner with TDI and Data Science to build models that generate personalized playbook recommendations based on account context, risk type, and lifecycle stage. Evaluate recommendation quality and drive model refinement where AI output and business reality diverge.
3. Tooling & Recommendations Infrastructure Own product requirements for risk and recommendation tooling, defining UX, workflows, and outputs that make AI recommendations actionable for field teams. Manage the roadmap from pilot to GA, prioritizing enhancements based on field feedback and model performance. Ensure integration with CRM, ERP, and existing tools to minimize friction and drive adoption.
4. Field Cadences & Risk Mitigation Leadership Design and lead recurring risk review cadences, including customer health reviews, that drive systematic action on AI-generated signals. Embed cadences into Territory Planning, WIN Labs, and renewal cycles through clear workflows and supporting materials. Serve as the primary field advocate, ensuring recommendations reduce cognitive load and drive decisive action.
5. Performance Intelligence & Optimization Track performance across signal accuracy, recommendation acceptance, tooling adoption, and retention outcomes. Establish feedback loops with field teams and TDI to continuously refine model logic and system design. Conduct root cause analysis on churn and contraction to identify gaps and inform future iterations. Qualifications 7+ years across Customer Success, Renewals, Sales Enablement, or Revenue Operations with hands-on experience in data, analytics, or process automation. Technical Fluency: Working knowledge of AI/ML, data architecture, and APIs. Able to engage technical teams and translate business needs into solutions. AI Systems Thinking: Able to design the logic and guardrails that govern AI behavior and ensure outputs are accurate and operationally useful. Strategic Translator: Connects data signals to customer realities and understands how field teams actually work. Product Thinking: Experience defining requirements, managing roadmaps, and iterating on user feedback. Cross-Functional Leadership: Able to influence and align across Engineering, Data Science, Sales, CS, and Renewals. Measures of Success Model Quality: Risk scores and recommendations achieve >80% accuracy with strong field feedback on actionability. Tooling Adoption: High, sustained engagement across field teams. Recommendation Acceptance: Measurable lift in retention outcomes where AI recommendations are followed. Cadence Effectiveness: Cadences running consistently with improvement in early risk identification. Revenue Impact: ARR at risk stabilized and recovered through program interventions. Roadmap Delivery: On-track execution against FY27 milestones with a Phase 2 plan in place.

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P24640_3343341Below is the annual base salary range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us. The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York, and Washington is between:$158,000-$218,000 USDThe Okta Experience Supporting Your Well-Being Driving Social Impact Developing Talent and Fostering Connection + Community We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.

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Okta

The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

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