Senior Manager, Retention Strategy & Intelligence (AI)

TL;DR

Senior Manager, Retention Strategy & Intelligence (AI): Developing and operationalizing AI-powered proactive retention strategies with an accent on risk signal analysis, recommendation engine design, and field team enablement. Focus on building scalable tooling, defining AI guardrails, and driving measurable improvements in customer retention and ARR stability.

Location: Must be based in or able to work from Bellevue, Washington (Hybrid)

Salary: $158,000 – $218,000 USD

Company

Okta is a leading identity and access management company building trusted, neutral infrastructure to secure AI and human digital interactions.

What you will do

• Define and track customer risk signals including usage, engagement, and commercial health.
• Design AI-driven recommendation logic and guardrails for proactive retention playbooks.
• Own product requirements for risk and recommendation tooling, managing the roadmap from pilot to GA.
• Lead recurring risk review cadences to turn AI insights into actionable field interventions.
• Establish feedback loops with Data Science and field teams to refine model accuracy and system design.
• Analyze churn and contraction root causes to inform future retention strategies.

Requirements

• 7+ years of experience in Customer Success, Renewals, Sales Enablement, or Revenue Operations.
• Technical fluency in AI/ML concepts, data architecture, and APIs.
• Proven ability to design AI systems logic and operational guardrails.
• Strong product thinking with experience defining requirements and managing roadmaps.
• Demonstrated cross-functional leadership skills across Engineering, Data Science, and Sales.
• Must be authorized to work in the United States.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible spending accounts (HSA/FSA).
• Paid leave including PTO and parental leave.
• Equity and bonus programs where applicable.
• Immersive in-person onboarding experience.