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Ping Identity · 15 hours ago

Senior Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$104K/yr - $112K/yr

5+ years exp

Ping Identity is a company focused on providing secure and seamless digital experiences through its cloud identity platform. They are seeking a Senior Customer Success Manager who will serve as a strategic partner for mid-to-high tier customers, ensuring they achieve verified business outcomes through account management, success planning, and optimization efforts.

GovernmentIdentity ManagementSecuritySoftware

Comp. & Benefits

Responsibilities

Manage a portfolio of strategic customers, proactively communicating status and risk while acting as a point of contact for major incidents

Independently lead customers through Success Planning focused on 12-month outcomes

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

Monitor adoption and utilization trends to identify risks and opportunities

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

Mentor junior CSMs on positioning emerging IAM technologies and lead strategic discussions on IAM roadmaps

Analyze customer data (support cases, survey responses, renewal behaviors) to identify trends

Qualification

Customer Success ManagementCloud SolutionsIAM KnowledgeSFDCGainsightInnovationFluent in PortugueseLeadershipIntegrity

Required

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

Preferred

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)