Customer Success Manager

pingidentity; United States; On-site; USD 76,000 - 95,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset (Specific locations)

Job summary

Ping Identity is seeking a Customer Success Manager who will act as a trusted partner for customer organizations, managing incidents and driving adoption. You will analyze usage data, advocate for customer needs, and guide strategic adoption of Ping solutions while occasionally traveling to client sites and providing after-hours support.

The role requires 4+ years in Customer Success or related field, experience with cloud IT systems, and proficiency with CRM tools.

Qualifications

• 4+ years of experience in Customer Success or Customer Experience.
• Experience in consulting and IT system implementation, preferably cloud or identity management.
• Strong technical aptitude to learn customer use cases and architectures.
• Curious and proactive in uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.

Responsibilities

• Serve as a named resource and partner for customer organizations.
• Act as a point of contact for major customer incidents and manage expectations through resolution.
• Analyze customer data (support cases, survey responses, renewal behaviors) to identify trends and risks.
• Advocate for customer needs internally and voice the customer’s interests.
• Monitor adoption and utilization trends and provide risk-based recommendations.
• Provide proactive guidance on Ping's features aligned with customer objectives.
• Occasionally travel to customer sites and be available for after-hours or weekend coverage.
• Be a hands-on contributor as needed.

Skills

Customer success experience

CRM systems

Cloud solutions

Analytical thinking

Tools

SFDC

Gainsight

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 is 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.

As a CSM, you will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships, acting as a technical resource for day-to-day operational needs. Your responsibilities will include:

• Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Act as the voice of the customer internally to advocate for their needs.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Qualifications

To be a successful Customer Success Manager, you should have:

• A minimum of 4 years of related experience in Customer Success / Experience.
• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• A naturally curious and proactive approach to uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions.

Salary Range: $76,000 - $95,000 + variable pay

In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

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 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 VeteranStatus, or any other characteristic protected by applicable federal, state, or local law.