Senior Customer Success Manager, Cloud Identity

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

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.