Senior Customer Success Manager

Ping Identity; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading identity solutions company is seeking a Senior Customer Success Manager to manage customer portfolios and drive adoption strategies. The ideal candidate will have at least six years of experience in customer success, a strong technical aptitude, and proven experience with enterprise-level customers. This role includes acting as the primary contact for customer issues and collaborating with various teams to enhance customer experience.

Qualifications

• 6+ years of experience in Customer Success/Experience.
• Experience in consulting and implementation of IT systems.
• Strong technical aptitude for Ping solutions.
• Track record of issue resolution and customer advocacy.
• Experience with enterprise-level customers.
• Knowledge of software development processes.
• Proactive in uncovering adoption blockers.
• Technical understanding of Cloud Solutions.

Responsibilities

• Serve as the main point of contact for customer incidents.
• Analyze customer data for trends and risks.
• Advocate for customers' needs internally.
• Monitor and provide recommendations based on trends.
• Guide customers on Ping's features.
• Manage onboarding and adoption responsibilities.
• Deliver success plans for key customers.
• Resolve technically complex customer issues.
• Collaborate with cross-functional teams.
• Discuss IAM and Ping Solutions.
• Guide adoption of new features.
• Maintain relationships with stakeholders.
• Occasional travel to customer sites.

Tools

SFDC

Gainsight

Job description

Ping Identity believes in making digital experiences both secure and seamless for all users, without compromise. This is referred to as digital freedom, which inspires the company and is not just provided to customers.

The company's intelligent, cloud identity platform allows people to shop, work, bank, and interact wherever and however they want without friction or fear.

Ping Identity protects digital identities at the core of its technology and individual identities at the core of its culture. The company champions every identity and celebrates differences, empowering employees to bring their authentic selves to work.

Ping Identity is headquartered in Denver, Colorado, with offices and employees around the globe. The company serves the largest, most demanding enterprises worldwide, including more than half of the Fortune 100.

Job Responsibilities

As a Senior Customer Success Manager, the successful candidate will serve as a trusted advisor, owning a portfolio of customers and driving their adoption and success. The responsibilities will include:

• Acting as a point of contact for major customer incidents, managing expectations and communications through resolution.
• Analyzing customer data to identify technical trends and risks.
• Acting as the voice of the customer internally to advocate for their needs.
• Monitoring and identifying 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.
• Owning 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 to help resolve customer needs or projects.
• Holding meaningful technical conversations about Identity and Access Management (IAM), Ping Solutions, and successful enablement.
• Acting as an advisor for the adoption of new features from Ping's release schedules, identifying potential challenges and risks.
• Cultivating and maintaining relationships with technical and business stakeholders.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Being a hands-on contributor.

Qualifications

To be a successful Customer Success Manager, the candidate should have:

• A minimum of 6 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 proven track record of driving issues to resolution and advocating on behalf of customers.
• Experience working with enterprise-level customers.
• Knowledge of the software development process and design methodologies.
• 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.

Ping Identity is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.