Customer Success Manager
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Job Description
Customer Success Manager driving adoption, retention, and expansion for Ping Identity’s cloud identity and access management platform. Managing enterprise portfolios and coordinating cross-functional customer outcomes.
Responsibilities:
- Drive adoption, value realization, renewal, and expansion within a defined portfolio of customers
- Act as the primary post-sales relationship owner and orchestrate resources across Support, Product, Services, and Sales
- Own customer health, retention, and risk management in partnership with Sales and Renewals
- Build, maintain, and execute customer success plans with business outcomes, milestones, and owners
- Identify renewal and churn risk, create save plans, and track mitigation activities
- Surface and qualify cross-sell, up-sell, and use-case expansion opportunities with Sales/Account Management
- Translate customer objectives into measurable outcomes and track and communicate progress
- Review usage data, health scores, and telemetry to drive adoption and prevent value erosion
- Deliver value-focused reviews such as Success Plan Reviews and EBRs
- Build trust-based relationships with customer contacts, project owners, and business sponsors
- Run check-ins, workshops, and governance reviews tailored to customer segment and lifecycle stage
- Capture and share customer feedback and ensure issues reach resolution
- Develop customer advocates for references, testimonials, case studies, and events
- Maintain accurate customer records in CS tools and CRM
- Use standardized playbooks and processes for adoption, development, and renewal preparation
- Provide leadership visibility into account status, risk, and opportunity
- Improve CS processes, templates, and best practices
- Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement
- Work with Support and Engineering on escalations and repeat-issue prevention
- Collaborate with Product Management and CS Architecture/Onboarding to share insights and influence roadmap and enablement
- Coordinate with Professional Services on scoping, delivery alignment, and handoffs
- Work toward KPIs including renewal rate, NRR/expansion pipeline, portfolio health, strategic touchpoint delivery, advocacy/satisfaction, and operational excellence
Requirements:
- Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS / enterprise software
- Proven track record managing a portfolio of mid- to large-enterprise customers and delivering against retention targets
- Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion
- Ability to engage confidently with technical and non-technical stakeholders, from admins to Director/VP level
- Comfortable working with data and dashboards, including usage, health, NPS/CSAT, and turning insights into clear actions
- Excellent communication, presentation, and storytelling skills
- Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams
- Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS preferred
- Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM such as Salesforce preferred
- Experience running QBRs/EBRs and building structured success plans preferred
- Exposure to working with distributed/global teams preferred
Benefits:
- A company culture that empowers you to do your best work
- Employee Resource Groups that create a sense of belonging for everyone
- Regular company and team bonding events
- Competitive benefits and perks
- Global volunteering and community initiatives
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
- Flexible, collaborative work environment
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