Customer Success Manager

Jobicy; Denver (CO); Remote; USD 90,000 - 130,000; Full time

Job summary

Ping Identity in Denver, CO seeks a Customer Success Manager to own adoption, value realization, renewal risk, and expansion within a defined portfolio of mid-market to enterprise SaaS customers. You will coordinate resources across Support, Engineering, Product, Professional Services, and Renewals to ensure measurable outcomes and strong partnerships.

The ideal candidate has enterprise SaaS customer success or account-management experience, strong business judgment, and excellent executive

Qualifications

• Experience in Customer Success, Account Management, or similar B2B SaaS role.
• Proven track record managing a portfolio of mid-to-large enterprise customers.
• Strong understanding of subscription/recurring revenue models and churn drivers.

Responsibilities

• Own customer health, retention, and renewal risk for your portfolio.
• Build and execute customer success plans with clear outcomes and owners.
• Lead value-focused business reviews and cross-functional collaboration.
• Maintain accurate records in CS tools and CRM and support renewal preparation.
• Coordinate with Sales, Support, Engineering, Product, and Renewals for escalations.

Skills

Customer Success Management

Enterprise SaaS

Account Management

Renewal Management

Stakeholder Management

Salesforce

Gainsight

Data Analysis

Identity and Access Management

Tools

Salesforce

Gainsight

Job description

Ping Identity# Customer Success ManagerReview the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.Apply for this job View companyRemote from: UKSalary: UndisclosedDepartment: Customer Support & SuccessEmployment: Full TimeExperience: DirectorPublished: 29 Oct 2026Apply before: 28 Nov 2026Listing views: 107Application actions: 9Application toolkit## Make your next move.Prepare your resume, explore your fit, and draft a cover letter for this opportunity.AI Summary## The role, at a glance.Ping Identity seeks a Customer Success Manager to own adoption, value realization, retention, renewal risk, and expansion across a portfolio of mid-market to enterprise SaaS customers. The role serves as the primary post-sales relationship owner and coordinates Sales, Support, Engineering, Product, Professional Services, and Renewals resources. Success depends on creating measurable success plans, interpreting usage and health data, leading value-focused business reviews, and engaging stakeholders from administrators through VP level. The ideal candidate brings enterprise B2B SaaS customer success or account-management experience, strong commercial judgment, and excellent executive communication. Familiarity with IAM, cybersecurity, Salesforce, and customer success platforms is preferred.## Role DNAA quick view of the complexity, pace, ownership and collaboration implied by the job description.### Job Complexity4/5EasyHard### Pace & Pressure4/5RelaxedFast-paced### Autonomy Level4/5GuidedFull ownership### Communication Load5/5IndependentCollaborative**AI insight**This is a demanding enterprise-facing role because it combines strategic relationship management with retention, expansion, data analysis, and cross-functional escalation ownership. The manager must handle multiple customer priorities while influencing senior technical and business stakeholders.## Salary analysisEstimated compensation compared with the broader US market for similar roles.Estimated job median (per year)Highly competitive**$110,000**US market range (per year)**$90k–$130k**0$143k**AI insight**The yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. Estimated annual market compensation is shown in USD for a mid-to-senior enterprise SaaS Customer Success Manager, based on the role scope and the configured US analysis market; this is an AI estimate, not employer-provided compensation.## Core skillsSkills and capabilities most closely associated with this opportunity.Customer Success ManagementEnterprise SaaSCustomer RetentionRenewal ManagementExpansion StrategyAccount ManagementCustomer Health ScoringSuccess PlanningExecutive Business ReviewsStakeholder ManagementSalesforceGainsightData AnalysisIdentity and Access ManagementCross-functional Collaboration**Sample interview questions**Opportunity details## About this role.**About Ping Identity:**At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it’s not just something we provide our customers. It’s something that inspires our company. People don’t come here to join a culture that’s built on digital freedom. They come to cultivate it.Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.We’re headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we’re changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post‐sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.### Key Responsibilities### 1. 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.### 2. Adoption & Value Realisation* 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 (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.### 3. 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 and learnings are socialized internally.* Identify and develop customer advocates for references, testimonials, case studies, and events.### 4. Operational Excellence & Tooling* Keep customer records accurate and up‐to‐date in CS tools and CRM (health scores, notes, success plans, risks, and actions).* 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.### 5. Cross‐Functional Collaboration* Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.* Work with Support and Engineering to manage escalations, communicate status to customers, 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.### Required Experience & Skills* 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.### Key Performance Indicators (KPIs)The Customer Success Manager will be measured on a combination of:* **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** – EBR’s, Value Unlocks, Road Maps, Success Plan Reviews..* **Customer advocacy and satisfaction**: NPS/CSAT scores, references, and participation in marketing/customer programs.* **Operational excellence**: data quality in systems, timely updates, and adherence to core CS processes.### Behaviours & Values* **Customer‐obsessed:** consistently acts in the best interest of the customer and their outcomes.* **Data‐informed:** uses metrics and evidence to guide decisions and prioritization.* **Collaborative:** works openly with peers and partners, sharing information and removing silos.* **Accountable:** owns commitments, communicates proactively, and follows through.* **Growth mindset:** seeks feedback, learns quickly, and adapts to change.**Life at Ping:**We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.**Here are just a few of the things that make Ping special:*** A company culture that empowers you to do your best work.* Employee Resource Groups that create a sense of belonging for everyone.* Regular company and team bonding events.* Competitive benefits and perks.* Global volunteering and community initiatives**Our Benefits:*** Generous PTO & Holiday Schedule* Parental Leave* Progressive Healthcare Options* Retirement Programs* Opportunity for Education Reimbursement* Commuter Offset (Specific locations)Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.*We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.*