Head of Customer Success – Enterprise Growth

Ping Identity; United States; Remote; USD 140,000 - 200,000; 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, a leading identity security company, is seeking a Manager of Customer Success to lead a team responsible for driving adoption, value realization, renewals, and expansion across a defined portfolio. You will partner with Sales, Support, Product and Professional Services to deliver predictable outcomes and protect ARR.

The role demands building scalable processes, coaching managers and CSMs, managing forecasts, and using data to prioritize actions.

Qualifications

• Customer success, account management, consulting, or related roles in B2B SaaS/enterprise software.
• Experience leading and mentoring teams.
• Experience running a four-quarter rolling churn forecast and weekly exec updates for an enterprise level book of business.
• Ability to manage change within a role and lead a team to meet objectives in a dynamic environment.
• Strong organizational and prioritization skills under pressure, with a calm, structured approach.
• Proven ability to translate data (health scores, usage, churn trends) into actionable strategy.
• Ability to lead cross-functional programs with Sales, Support, Product, and Services.
• Experience driving customer adoption and value realization with complex accounts.
• Comfortable engaging with executive stakeholders and leading outcome-driven meetings.
• Excellent written, verbal, and storytelling communication.
• Solid understanding of subscription/ARR models and renewals.
• Experience in Private Equity / VC-owned businesses.

Responsibilities

• Own renewal, churn, and expansion outcomes for the team’s book of business in partnership with Sales and Renewals.
• Ensure strategic success plans with clear outcomes, owners, and timelines.
• Oversee department KPIs across the assigned regions or segments.
• Identify at-risk customers and drive cross-functional mitigation actions using data.
• Lead the team’s forecasting and reporting for renewals, risk, and expansion.
• Recruit, onboard, and develop a high-performing CS team aligned to company values.
• Set goals and conduct 1:1s, coaching, and performance reviews.
• Foster a customer-obsessed, data-driven, collaborative culture; address issues with structured improvement plans.
• Implement and improve playbooks for adoption, value realization, and churn mitigation.
• Own cross-functional collaboration as the primary CS contact for Sales, Support, Product, and Services.

Skills

Customer Success

Account Management

Team Leadership

Data analysis

Executive communication

Forecasting

Cross-functional collaboration

Tools

Gainsight

Totango

ChurnZero

Salesforce

Job description

Ping Identity, a leading identity security company, is seeking a Manager of Customer Success to lead a team responsible for driving adoption, value realization, renewals, and expansion across a defined portfolio. You will partner with Sales, Support, Product and Professional Services to deliver predictable outcomes and protect ARR.

The role demands building scalable processes, coaching managers and CSMs, managing forecasts, and using data to prioritize actions.