Customer Success Manager

pingidentity; Denver (CO); On-site; GBP 60,000 - 90,000; Full time

Job summary

Ping Identity is seeking a Customer Success professional to own health, retention, and renewal risk across a portfolio of enterprise customers. You will translate customer objectives into measurable outcomes, drive adoption, and partner with Sales to identify expansion opportunities.

The role focuses on building trusted relationships with stakeholders, delivering value through data-driven reviews, and contributing to CS processes and playbooks across cross-functional teams.

Qualifications

• Experience in Customer Success or related role in B2B SaaS/enterprise software.
• Proven track record managing a portfolio of mid-to-large enterprise customers.
• Understanding of subscription/recurring revenue models and drivers of churn and expansion.

Responsibilities

• Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
• Build and execute customer success plans with clear outcomes, milestones, and owners.
• Proactively identify renewal risk and surface expansion opportunities with Sales/Account Management.
• Translate objectives into measurable outcomes and communicate progress to stakeholders.
• Maintain strong relationships with day-to-day contacts, project owners, and business sponsors.
• Use CS tools to keep records up-to-date and contribute to process improvements.

Skills

Customer success

Portfolio management

Churn/retention strategies

Stakeholder management

Data-driven decision making

Communication & storytelling

Time management

Tools

Gainsight

Totango

ChurnZero

Salesforce

Job description

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.

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