Opportunity at
Ping IdentityCustomer Success Manager
Ping Identity creates cloud identity platforms designed to make digital interactions secure and seamless. Serving major global enterprises, the company is seeking a Customer Success Manager…
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About This Role
Ping Identity creates cloud identity platforms designed to make digital interactions secure and seamless. Serving major global enterprises, the company is seeking a Customer Success Manager to lead post-sales relationships and guide assigned accounts toward achieving their business outcomes. In this role, you will oversee customer health, manage retention risks, and drive value realization within a designated client portfolio. You will partner closely with internal teams spanning Sales, Support, Engineering,…
Job Description
Ping Identity creates cloud identity platforms designed to make digital interactions secure and seamless. Serving major global enterprises, the company is seeking a Customer Success Manager to lead post-sales relationships and guide assigned accounts toward achieving their business outcomes.
In this role, you will oversee customer health, manage retention risks, and drive value realization within a designated client portfolio. You will partner closely with internal teams spanning Sales, Support, Engineering, Professional Services, and Product Management to coordinate resources, resolve escalations, and influence product roadmaps. Success in the position requires a balance of data-driven decision-making, strategic planning, and cross-functional collaboration to ensure clients fully leverage the platform.
This position suits professionals with a strong background in customer-facing B2B SaaS roles who excel at managing enterprise portfolios, navigating complex stakeholder environments, and protecting recurring revenue. Candidates should possess a customer-obsessed mindset and the ability to translate technical usage metrics into actionable business strategies.
Responsibilities
- Manage customer health, retention, and risk mitigation strategies for an assigned portfolio of accounts
- Create and execute success plans featuring clear business milestones and target outcomes
- Identify expansion opportunities and collaborate with sales teams to pursue up-sell and cross-sell initiatives
- Monitor usage telemetry and health scores to prevent value erosion and drive adoption
- Host value-focused reviews, executive business reviews, and regular check-ins with client stakeholders
- Gather client feedback, coordinate issue resolution, and develop customer advocates for case studies and references
- Maintain accurate records of success plans, risks, and health scores within CRM and customer success tools
- Partner with support and engineering to handle escalations and communicate status updates to clients
Requirements
- Experience in customer success, account management, consulting, or another B2B SaaS customer-facing role
- Track record of managing a portfolio of mid-sized to large enterprise clients against retention targets
- Familiarity with subscription and recurring revenue models, churn drivers, and expansion strategies
- Ability to communicate effectively with both technical and non-technical stakeholders from administrators to vice presidents
- Proficiency in analyzing data and dashboards to turn usage insights into clear actions
- Strong organizational, time management, and presentation abilities
Qualifications
- Background in Identity and Access Management, security, or related enterprise software
- Hands-on experience utilizing CRM systems like Salesforce and customer success platforms such as Gainsight, Totango, or ChurnZero
- Experience conducting executive business reviews and designing structured success frameworks
- Familiarity collaborating with distributed or global teams
Core Skills
Benefits
- Generous paid time off and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Opportunities for education reimbursement
- Commuter offset for specific locations
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