Manager, Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager leading teams that drive adoption, renewals, and expansion for Ping Identity’s cloud identity and cybersecurity platform. Managing enterprise outcomes, forecasts, KPIs, and cross-functional customer strategy.
Responsibilities:
- Lead a team of Customer Success professionals responsible for adoption, value realization, renewal, and expansion across a defined customer portfolio
- Set expectations, build scalable processes, and partner with Sales, Renewals, Support, Product, and Professional Services
- Own team renewal, churn, and expansion outcomes in partnership with Sales and Renewals
- Ensure strategic success plans for priority accounts with business outcomes, owners, and timelines
- Oversee annual department KPI targets for assigned regions
- Identify at-risk customers, drive save plans, and coordinate cross-functional mitigation actions
- Use segmentation, health scores, product usage, NPS/CSAT, and support signals to prioritize interventions
- Recruit, onboard, coach, develop, and conduct performance reviews for the Customer Success team
- Build career development plans including skills, certifications, and stretch assignments
- Implement and improve adoption, value realization, and churn mitigation processes and playbooks
- Drive effective use of Customer Success platforms, CRM, and support systems
- Own forecasting and reporting for renewals, risk, and expansion opportunities
- Maintain accurate documentation including success plans, notes, health updates, and risk registers
- Serve as the primary Customer Success contact for cross-functional teams
- Align with Sales on programs, account strategies, deal reviews, and executive engagement plans
- Collaborate with Marketing on customer events, advocacy, references, and customer stories
- Represent Customer Success in escalations and incident reviews
- Deliver outcomes measured by renewal rate, churn, expansion, coverage, customer advocacy, and team health/performance
Requirements:
- Experience in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS / enterprise software
- Experience leading and mentoring teams
- Experience running a four-quarter rolling churn forecast and delivering weekly executive-level updates for an enterprise-level book of business
- Ability to manage change and lead a team to deliver business objectives in an evolving landscape
- Strong organizational and prioritization skills
- Proven ability to own a book of business, interpret health scores, usage, pipeline, and churn trends, and convert insights into action
- Ability to lead company programs cross-functionally with Sales, Support, Product, and Professional Services
- Experience driving customer adoption and value realization with complex, multi-stakeholder accounts
- Comfort working with Director, VP, and C-level executive stakeholders
- Excellent written, verbal, presentation, communication, and storytelling skills
- Strong understanding of subscription / ARR business models, renewals, and expansion mechanics
- Previous roles in Private Equity / VC owned businesses
- Preferred: Experience in Identity & Access Management (IAM), cybersecurity, or adjacent enterprise SaaS
- Preferred: Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM tools such as Salesforce
- Preferred: Experience managing distributed / remote teams across regions
Benefits:
- Flexible, collaborative work environment
- Company culture that empowers employees to do their best work
- Employee Resource Groups
- 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)
Similar Jobs
Customer Success Team Lead – APAC
Customer Success Team Lead leading APAC support operations for Xapo Bank, a global digital bank. Improving service quality, customer satisfaction, compliance, and team performance.
Customer Success Team Lead – EMEA
Customer Success Team Lead overseeing global customer support operations at Xapo Bank. Coaching advisors, improving QA and CSAT, and driving service KPIs remotely.
Salesforce CRM Analytics
Salesforce Analytics Developer building CRM dashboards, reports, and predictive insights for a Weekday client. Transforming Salesforce data into reliable business intelligence for sales, finance, and operations.
CRM Lead Specialist
CRM Lead Specialist overseeing Klaviyo CRM production, QA, and Specialist teams. Driving lifecycle marketing innovation for Domaine, a Shopify ecommerce design and development partner.
Customer Success Analyst, Mandarin Speaking
Customer Success Analyst guiding renters through qualification for TheGuarantors’ fintech leasing-risk platform. Managing customer pipelines and Mandarin-English communications to drive revenue.
VP, Customer Success
VP leading customer success for Riedel Communications’ broadcast and live-event communication technology across the Americas. Driving retention, expansion, operational excellence, and customer advocacy.
Customer Success Manager
Customer Success Manager guiding APAC B2B flight-platform customers through onboarding and production support. Tripstack connects airlines and travel businesses through virtual interlining technology.
Director, Customer Success – Gracenote Division
Director leading enterprise customer success, retention, and growth for Gracenote, Nielsen’s entertainment metadata business. Managing global accounts, CSM teams, product adoption, renewals, and strategic client partnerships.
CRM Implementation – Automation Specialist
CRM specialist migrating Zapier workflows to Make and configuring Pipedrive environments. Building integrations, troubleshooting automations, and supporting marketing clients.
Customer Success Manager III
Customer Success Manager guiding K–12 school and district accounts through Renaissance’s education technology onboarding, adoption, and renewal. Driving retention, expansion, and successful student learning outcomes.
Senior CRM Manager
Senior CRM Manager optimizing HubSpot adoption, automation, and reporting for SOFTSWISS’s iGaming business. Improving cross-functional efficiency and data-driven growth across delivery, sales, marketing, and operations.
Senior Manager, Success Architects
Senior manager leading GitLab’s Asia Pacific Customer Success Architects and Managers. Driving customer adoption, measurable outcomes, and trusted partnerships for GitLab’s DevSecOps platform.
Client Success Lead
Client Success Lead managing dental billing, claims, denials, and AR for Wisdom’s remote U.S. dental-practice clients. Partnering with technology teams to improve revenue-cycle operations.
Customer Success Manager
Customer Success Manager helping US businesses optimize purchasing and payments with Order.co’s B2B SaaS platform. Owning retention, expansion, adoption, and strategic customer relationships.
Inside Sales Customer Success Manager – Northwest
Inside Sales Customer Success Manager selling laboratory service contracts and renewals for Thermo Fisher Scientific. Supporting customers across the Northwest while pursuing service-product revenue goals.
Working Student – Customer Success, Support & Growth
Werkstudent:in unterstützt CALIMAs B2B-SaaS-Plattform für Arbeitssicherheit im Kundensupport. Betreuung von Bestandskunden, Erkennung von Wachstumspotenzialen und Verbesserung skalierbarer Customer-Success-Prozesse.
Customer Success Manager
Customer Success Manager owning SurfOS client implementations for aviation operators, brokers, owners, and OEMs. Translating workflows into configurations, migrations, training, and adoption.
Ejecutivo de Cuentas – Customer Success
Ejecutivo de Cuentas gestionando onboarding, adopción y expansión de clientes B2B para OZmap, plataforma de mapeo y gestión de redes de fibra óptica. Cartera latinoamericana y trabajo remoto.
Mid-Enterprise Customer Success Manager
Customer Success Manager growing mid-enterprise accounts for Doppel’s AI-native social engineering defense platform. Driving adoption, retention, renewals, and expansion.
Customer Success Manager
Customer Success Manager helping global enterprises adopt Conga’s commercial operations software. Driving adoption, value realization, expansion, risk mitigation, and successful renewals across EMEA.