Senior Customer Success Manager
Ping Identity
About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
Job Responsibilities
As a Senior CSM, you will serve as a strategic partner and named resource for our mid-to-high tier and strategic customer organizations. You will independently lead customers through their lifecycle, building trusting relationships up to the VP level and ensuring they achieve verified business outcomes. Your responsibilities will include:
- Strategic Account Management: Manage a portfolio of strategic customers, proactively communicating status and risk while acting as a point of contact for major incidents. You will engage independently with stakeholders across multiple levels (up to VP) and manage Director-level relationships.
- Success Planning & Execution: Independently lead customers through Success Planning focused on 12-month outcomes. You will define verified outcomes, help customers measure success using vertical best practices, and prescribe the right cross-team engagements to execute the plan.
- Executive Business Reviews (EBRs): Lead customer Executive Business Reviews with minimal involvement from leadership, preparing high-quality content and articulating the value proposition of Ping solutions relative to the customer's operational objectives.
- Adoption & Optimization: Monitor adoption and utilization trends to identify risks and opportunities. You will advise on best practices for implementation, change management, and Ping health, ensuring the customer achieves clear success with the deployed solution.
- Internal Advocacy & Innovation: Act as the voice of the customer internally to advocate for their needs, including scoping requirements with Solution Architects and prioritizing Requests for Enhancement (RFEs) with Product teams. You will also contribute to internal "Best Practice" building for the CS Program.
- Mentorship & Thought Leadership: Mentor junior CSMs on positioning emerging IAM technologies and lead strategic discussions on IAM roadmaps. You will advise customers on industry benchmarks and compliance requirements (e.g., NIST, ISO 27001, SOC 2).
- Data-Driven Proactivity: Analyze customer data (support cases, survey responses, renewal behaviors) to identify trends. You will proactively use AI to analyze data and tailor conversation starters for customer meetings.
Qualifications
To be a successful Senior Customer Success Manager, you should have:
- A minimum of 5+ years of related experience in Customer Success / Experience, with a proven track record of managing mid/high/strategic tier accounts.
- A solid working knowledge of Ping products and Cloud Solutions. You must be skilled at leading non-technical conversations about IAM and Ping Solutions while effectively collaborating with technical resources for deep-dive discussions.
- Demonstrated interest and passion for industry evolution, with the ability to advise on compliance requirements (e.g., NIST, ISO 27001, SOC 2) and align identity strategy with business goals.
- Experience with SFDC, Gainsight, or equivalent CRM systems. You should be proficient in preparing account summaries, delivering presentations, and using standard operational metrics to track progress.
- A naturally curious and proactive approach to uncovering adoption blockers. You must be able to identify and solve problems independently, take ownership of tasks, and bring solutions to leadership rather than just problems.
- Strong capability to build plans that anticipate risk and manage them proactively. You must be able to clearly articulate the value of Customer Care Packages and ensure collaborators and customers understand this value.
- Must be fluent in Portuguese
What We Look For
- Integrity: You act as a champion for integrity and ethical behavior, creating an inclusive environment and guiding colleagues through complex situations.
- Leadership: You are dependable, deliver on commitments, and are willing to delegate and coach others to develop their capabilities.
- Innovation: You drive process innovation for managing renewals or escalations and publish thought leadership content (e.g., success stories, blog posts).
Salary Range: $104,000 - $112,500 + variable pay
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- 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
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.