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Salary: USD 76,000 - 95,000 / annual
Ping Identity is a cloud identity platform company headquartered in Denver that serves Fortune 100 enterprises. As a Customer Success Manager, you will be a named resource and strategic partner for major customer organizations, managing relationships and ensuring successful adoption of Ping's identity and access management solutions.
Key responsibilities include:
- Serve as the primary point of contact for assigned customer accounts, managing day-to-day operational needs and technical support
- Lead incident management for major customer issues, owning communication and expectation management through resolution
- Analyze customer data (support cases, survey responses, renewal behaviors) to identify technical trends, adoption risks, and upsell opportunities
- Monitor utilization patterns and provide proactive recommendations based on customer needs and business objectives
- Guide customers on Ping feature adoption aligned with their business goals and use cases
- Act as the internal voice of the customer, advocating for their needs across product and engineering teams
- Travel occasionally to customer sites and provide after-hours/weekend coverage as needed
- Contribute hands-on to customer success initiatives
You should have a minimum of 4 years of customer success, customer experience, or related experience. Preferred background includes consulting or implementation of IT systems, particularly cloud services and identity management platforms. Strong technical aptitude is essential—you'll need to understand customer architectures, cloud solutions, and identity management concepts. Experience with Salesforce, Gainsight, or similar CRM platforms is required. A naturally curious, proactive mindset and ability to uncover adoption blockers will set you apart.
