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Ping Identity is seeking a Customer Success Manager to drive adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will serve as the primary post-sales relationship owner, orchestrating resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view Ping as a strategic partner.
Key Responsibilities:
Customer Outcomes & Revenue: Own customer health, retention, and risk management for your portfolio in partnership with Sales and Renewals. Build, maintain, and execute customer success plans for priority accounts with clear business outcomes, milestones, and owners. Proactively identify renewal and churn risk, create save plans, and track mitigation activities. Surface and qualify expansion opportunities (cross-sell, up-sell, use-case expansion) and collaborate with Sales/Account Management to progress them.
Adoption & Value Realization: Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated. Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion. Deliver value-focused reviews (Success Plan/EBRs) that connect product usage to business results.
Customer Engagement & Advocacy: Build and maintain strong, trust-based relationships with day-to-day contacts, project owners, and business sponsors. Run a structured cadence of check-ins, workshops, and governance reviews tailored to customer segment and lifecycle stage. Capture and share customer feedback, ensuring issues are followed through to resolution. Identify and develop customer advocates for references, testimonials, case studies, and events.
Operational Excellence & Tooling: Keep customer records accurate and up-to-date in CS tools and CRM. Use standardized playbooks and processes for adoption, development, and renewal preparation. Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity. Contribute to continuous improvement of CS processes, templates, and best practices.
Cross-Functional Collaboration: Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement. Work with Support and Engineering to manage escalations and prevent repeat issues. Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement. Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.
Performance will be measured on renewal rate for assigned accounts, Net Revenue Retention (NRR)/expansion pipeline influenced or sourced, portfolio health (average health score, coverage and freshness of success plans), strategic touchpoint delivery (EBRs, Value Unlocks, Road Maps, Success Plan Reviews), customer advocacy and satisfaction (NPS/CSAT scores, references, participation in marketing/customer programs), and operational excellence (data quality in systems, timely updates, adherence to core CS processes).
Ping Identity is headquartered in Denver, Colorado with offices and employees around the globe. The company serves the largest, most demanding enterprises worldwide, including more than half of the Fortune 100, with an intelligent, cloud identity platform that enables secure and seamless digital experiences.
Requirements:
- Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS/enterprise software
- Proven track record managing a portfolio of mid- to large-enterprise customers and delivering against retention targets
- Strong understanding of subscription/recurring revenue models and the drivers of churn and expansion
- Ability to engage confidently with technical and non-technical stakeholders (from admins to Director/VP level)
- Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions
- Excellent communication, presentation, and storytelling skills
- Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams
Preferred Qualifications:
- Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS
- Hands-on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce)
- Experience running QBRs/EBRs and building structured success plans
- Exposure to working with distributed/global teams
