How Okta Drove 3x Feature Adoption with Goal-Based Digital Success Plans

About Okta

Okta is the leading independent identity provider. Its mission is to free anyone to safely use any technology. From workforce identity to customer identity, Okta powers secure access for some of the world’s most forward-thinking organizations.

Industry: Identity Access Management

Company size: 5K-10K emp.

Location: US

Use Case: Digital Success Plan | Ongoing Engagment.

EverAfter checked all the boxes—it let us capture business goals, and sync with Databricks, Gainsight, and Salesforce. No new silos. No added CSM work.

Alana Stoltzfus

Senior Manager, Digital Acceleration & Growth

The Challenge

Okta’s Digital Success team needed a scalable way to deliver success plans to accounts without CSM coverage. While they had a strong internal framework—the Identity Maturity Model—they had no efficient way to activate it across their digital segments.
Key challenges:
- No structured way to capture and activate customer business goals at scale.
- Business goals discussed during pre-sales were often buried in Salesforce notes and couldn’t be leveraged programmatically.
- Product usage data lived in Databricks but wasn’t connected to planning workflows or digital engagement.
- Success plans for unmanaged accounts had to be built manually, which didn’t scale.
- The team needed to operationalize a success framework without adding manual work for CSMs.
Okta needed a digital-first solution that could combine goal capture with live product data to deliver contextual, automated success plans—fully integrated with Salesforce and their broader tech stack, and agile enough to evolve quickly,

“We needed a platform that could dynamically personalize recommendations, based on real-time product usage and customer goals. EverAfter made that possible..”

The Solution

Okta used EverAfter to launch an automated, embedded success plan experience that personalizes customer journeys at scale.
- ‍Goal capture embedded in the flow: Customers begin by selecting their business goals from a curated list. These goals sync directly into Gainsight and power personalized messaging, adoption prompts, and lifecycle journeys.
- Real-time personalization: EverAfter pulls live usage data from Databricks to assess each customer’s maturity stage. Based on what features are enabled, a dynamic plan is generated.‍‍
- Success plans built dynamically, updated live: Completed actions are auto-checked. Remaining steps are mapped to both goals and adoption gaps. The experience updates as customer behavior changes.
- Delivered where customers already work: The experience is embedded in Okta’s Salesforce Experience Cloud-based Customer Success Hub. No new tools or portals are needed.‍
- Feedback drives iteration: Customer feedback is collected inside the experience and used to adjust future cohorts. Language, structure, and content evolve with each rollout. By connecting Databricks, Gainsight, Salesforce, and Pendo through EverAfter, Okta created a scalable, self-serve planning experience that adapts in real time.

“We wanted to be able to provide recommendations for our customers in the context of their business goals.”

Okta collects your business goals to deliver tailored success recommendations.

Maturity stage determines which tasks you see—so every recommendation is timely and relevant.

Advanced tips unlock once key recommendations are complete—tailored for each customer.

The Impact

3x Feature Adoption

For a specific underutilized feature—in just one week

100% Automated for Digital-Only Accounts

No additional manual effort for Okta’s CSM or Scale teams.

20% Goal Capture in Week One

Data that now fuels personalization across digital programs,

“EverAfter gave us the infrastructure to operationalize a personalized experience, backed by data, across a large segment.”

These results proved that Okta could deliver personalized, data-driven programs at scale—while improving the customer experience without relying on 1:1 human support. The 3x increase in feature adoption showed that when recommendations are aligned to customer goals and live product usage, customers take action. Capturing 20% of customer goals in the first week unlocked new opportunities for segmentation, targeting, and tailored engagement. And because the experience was fully automated, the model proved scalable from day one.

Okta chose EverAfter because it worked with their existing systems, not against them. It integrated directly with Databricks, Salesforce, and Gainsight, and embedded natively in their Customer Success Hub. With flexible data connections, fast implementation, and no disruption to internal workflows, EverAfter gave Okta the infrastructure to launch quickly, iterate confidently, and extend the model across the entire lifecycle.

EverAfter gave us the infrastructure to operationalize a personalized experience, backed by data, across a large segment.

What’s Next?

Following the success of the unmanaged rollout, Okta is expanding the EverAfter experience to support more teams and stages across the customer journey. Each new use case builds on the same infrastructure—real-time data, goal-based personalization, and embedded delivery—enabling fast iteration without added manual effort.

High-touch accounts: Extending the experience to CSM-supported segments with shared visibility, collaborative planning, and maturity-based actions
Customer onboarding: Launching a guided onboarding flow to help newly activated customers complete key setup and adoption milestones
Lifecycle success reviews: Introducing a year-in-review experience to showcase adoption progress, impact delivered, and next best actions
Pre-sales enablement: Giving product marketing a version of the interface to help prospects visualize success and explore value paths before purchase