Remote Senior Strategic CSM: Growth & Adoption Advisor

Ping Identity; United States; Remote; USD 76,000 - 95,000; Full time

Benefits offered by this job

Flexible work options

Competitive benefits

Generous PTO & Holidays

Education reimbursement

Commuter offset

Job summary

Ping Identity is seeking a Senior Strategic Customer Success Manager to work remotely within the United States. You will act as a trusted advisor for high-value customers, driving strategic initiatives and ensuring successful outcomes across the Ping Identity platform.

Your responsibilities include analyzing adoption and renewal trends, coordinating with product and support teams, and offering proactive guidance to align Ping solutions with customer business goals.

Qualifications

• Minimum 4 years of experience in Customer Success or Customer Experience.
• Strong technical aptitude to learn customer use cases and architecture.
• Experience with CRM systems and data-driven insights.

Responsibilities

• Act as primary contact for major customer incidents and manage communications through resolution.
• Analyze support cases, survey responses, and renewal behaviors to identify trends and risks.
• Advocate for customer needs internally and coordinate cross-functional resources.
• Monitor adoption and utilization trends and provide recommendations based on risks.
• Provide proactive guidance on Ping's features aligned to customer objectives.
• Occasionally travel to customer sites and cover after-hours or weekend support as needed.
• Contribute hands-on when required to ensure customer success.

Skills

Customer Success

Technical aptitude

Data analysis

Tools

SFDC

Gainsight

Job description

Ping Identity is seeking a Senior Strategic Customer Success Manager to work remotely within the United States. You will act as a trusted advisor for high-value customers, driving strategic initiatives and ensuring successful outcomes across the Ping Identity platform.

Your responsibilities include analyzing adoption and renewal trends, coordinating with product and support teams, and offering proactive guidance to align Ping solutions with customer business goals.