Strategic CSM Leader (Senior) — Cloud Identity

Ping Identity Corporation; 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 Corporation is seeking a Strategic Customer Success Manager to serve as a trusted, technical partner for key customer organizations. You will build strong relationships, guide adoption of Ping’s cloud identity platform, and translate customer needs into actionable guidance for product teams.

Travel to customer sites and occasional after-hours coverage may be required. The role emphasizes proactive risk assessment, data-driven insights, and cross-functional collaboration with sales,

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.
• A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• 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.

Responsibilities

• Act 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.
• Act 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.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Job description

Ping Identity Corporation is seeking a Strategic Customer Success Manager to serve as a trusted, technical partner for key customer organizations. You will build strong relationships, guide adoption of Ping’s cloud identity platform, and translate customer needs into actionable guidance for product teams.

Travel to customer sites and occasional after-hours coverage may be required. The role emphasizes proactive risk assessment, data-driven insights, and cross-functional collaboration with sales,