Senior Strategic CSM: Drive Adoption & Customer Impact

Ping Identity; Oregon; Hybrid; USD 76,000 - 95,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Opportunity for Education Reimbursemen

Commuter Offset (Specific locations)

Job summary

Ping Identity in the United States is seeking a Strategic Customer Success Manager to serve as a named resource for large customer organizations. You will build trusted relationships and act as a technical resource for day-to-day operational needs, ensuring adoption and value realization across Ping Identity solutions.

You will analyze customer data, advocate for customer needs internally, and provide guidance on feature adoption.

Qualifications

• 4+ years of related experience in Customer Success / Experience.
• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• Strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• Curious and proactive approach to uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions.

Responsibilities

• Act as a point of contact for major customer incidents, managing expectations and communications through resolution.
• Analyze customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Advocate for customer needs internally and be the voice of the customer.
• Monitor adoption and utilization trends, providing recommendations based on risk and customer needs.
• Provide proactive guidance on Ping's features based on customer interests and business objectives.
• Occasionally travel to customer sites and be available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Skills

Customer Success

Cloud solutions

Analytical mindset

Willingness to travel

Tools

SFDC

Gainsight

Job description

Ping Identity in the United States is seeking a Strategic Customer Success Manager to serve as a named resource for large customer organizations. You will build trusted relationships and act as a technical resource for day-to-day operational needs, ensuring adoption and value realization across Ping Identity solutions.

You will analyze customer data, advocate for customer needs internally, and provide guidance on feature adoption.