Principal Customer Success Manager

Ping Identity; United States; Remote; USD 124,000 - 133,000; Full time

Job summary

A leading cloud identity provider in the United States seeks a Principal Customer Success Manager to manage complex customer challenges and ensure successful onboarding and advocacy for clients. This role requires over 10 years of experience, strong technical aptitude, and exceptional communication skills, making it ideal for candidates passionate about customer success. A competitive compensation package is offered, along with a collaborative work environment.

Benefits

Competitive benefits

Generous PTO & Holiday Schedule

Commuter Offset

Retirement Programs

Education Reimbursement

Global volunteering initiatives

Qualifications

• 10+ years of experience in Customer Success or related field.
• Experience with cloud services and identity management.
• Strong ability to translate technical concepts into business terms.

Responsibilities

• Act as a point of contact for major customer incidents.
• Analyze customer data to identify trends and risks.
• Develop success plans for key customers.

Skills

Customer Success

Technical aptitude

Consulting experience

Communication skills

Leadership skills

CRM systems

Problem-solving

Tools

SFDC

Gainsight

Job description

Overview

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.

Responsibilities

Job Responsibilities

• As a Principal CSM, you are a seasoned technical expert, capable of handling the most complex customer challenges and leading strategic conversations. You will be a go-to resource for technical and business teams both internally and externally. Your responsibilities will include:
• Acting 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.
• Acting 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.
• Own the ultimate responsibility for the customer\'s onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical advisement to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• 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

Qualifications

• A minimum of 10 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.
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Experience working with enterprise-level customers.
• Knowledge of the software development process and design methodologies.
• Exceptional communication and presentation skills.
• The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers.
• A strong combination of technical and leadership skills.
• 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.

Compensation and Life at Ping

Salary Range USA: $124,500 - $132,750 + commission

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
• Generous PTO & Holiday Schedule
• 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.

EEO Statement: 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.

Does this position match your interests? This description intentionally strips away irrelevant onboarding steps found on the original page.