Frequently Asked Questions about the Okta Customer Success Hub

Overview & Value

What is the Customer Success Hub?

The Customer Success Hub is a dedicated digital portal designed to give your organization a clear, centralized view of your identity journey with Okta. Built directly into the Okta Support Center, the Success Hub helps answer three primary questions:

• Where do I stand? Track identity maturity, license utilization, and security posture

• What should I do next? Access personalized recommendations, next best actions, and goal-tracking tools

• Where can I go for help? Connect with your account team and access curated resources

What value does the Customer Success Hub offer my organization?

The Success Hub provides actionable visibility into your Okta deployment. Key features include:

• Identity Maturity Scorecard: Evaluates your implementation across Security & Compliance, Operational Agility, and End User Experience.

• Personalized Recommendations: Delivers tailored guides based on your current feature adoption and submitted business goals.

• Phishing Resistance Checklist & Benchmarks: Highlights your progress with Okta FastPass and phishing-resistant MFA, benchmarked against industry peers or organizations of similar size.

• Collaborative Goals Tracker: An interactive workspace where your team and Okta account team can collaborate on shared milestones, track subtasks, upload key documentation, and view completion history.

• Account Team Information: Find the most up-to-date information about your account team and additional links for accessing support.

• Resource & Event Center: Access upcoming webinars, product office hours, and educational content curated for your specific environment.

Eligibility & Access

Who can access the Customer Success Hub?

The redesigned Customer Success Hub is available to organizations utilizing Okta's Workforce products as well as mixed-product deployments (utilizing both Workforce and Customer Identity products).

What administrative roles are required to view the Success Hub?

To ensure appropriate data privacy and administrative control, access is granted to users holding the following account roles:

• Super Administrator

• Executive Sponsor

• CIO / CISO Contacts

• Primary Security Contacts

How do eligible administrators access the Success Hub?

Eligible administrators can access the Success Hub by logging into the Okta Support Center, navigating to the Resources menu, and selecting Customer Success Hub. You can also access the Success Hub directly here.

Is the Customer Success Hub available for FedRAMP or HIPAA environments?

The Customer Success Hub is currently unavailable for FedRAMP environments. If your organization utilizes Customer Identity products exclusively, access will be expanded in upcoming releases.

Data & Features

Is the data in the Success Hub shown at the account level or the organization (org) level?

The Customer Success Hub presents a combination of account-wide metrics and org-specific details:

• Account-Level: High-level metrics such as overall license summaries and security snapshots aggregate data across your production account.

• Org-Level: Specific checklist recommendations and configurations are tailored to individual production orgs.

• You can switch between your production revenue-linked orgs using the drop-down selector located in the top-right corner of your view.

What timeframes are reflected in the usage and trends reports?

Most usage metrics utilize a standard 6-month look-back window. If your account is newer than 6 months, the system will display data from your activation date onward, building up to the full 6-month window over time.

How are benchmarks calculated?

If your organization belongs to one of Okta's top industry segments, your benchmarks are calculated relative to industry peers. For other sectors, benchmarks are based on organizations of similar size and deployment scale.

Do we need to submit our business goals to use the Success Hub?

No, submitting business goals is completely optional. However, sharing your organization's key initiatives within the “Your Recommendations” page helps tailor the recommendations and resources displayed across your Customer Success Hub dashboard.

Automated Snapshots

What are Snapshots?

Snapshots are periodic email summaries delivered to Super Admins and executive stakeholders (such as Executive Sponsors, CIOs, and CISOs). These summaries highlight security maturity, license usage trends, and progress towards organizational milestones. 

If you are a Gold customer with a dedicated CSM, you can ask your CSM to generate a snapshot report on your behalf.

When do contacts begin receiving snapshots?

Accounts with at least 90 days of active deployment history are eligible to receive automated snapshots.