Sr. Director, Success Programs

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. 

Reporting to the SVP, Customer Success, the Head of Success Programs will be responsible for architecting and implementing a world-class customer success framework designed to maximize customer value, retention, and advocacy. The role will own the development and evolution of our customer maturity model, the associated customer health scoring system, and the optimization of our customer engagement model. Furthermore, it will spearhead the creation of our overarching success methodology and ensure seamless alignment of our success offerings with our Customer Care Packages. This is a unique opportunity to build and scale a foundational element of our customer-centric strategy..

KEY RESPONSIBILITIES:

• Customer Outcomes Maturity Model Development; as the program owner responsible for program investment, development of our customer maturity model outlining adoption, sophistication, and value stages for our products/services to lead customers through their Land/Expand/All-in journey.  Root our journey model in the empirical evidence derived from our install base, and the lessons learned from their successes and challenges..
• Customer Outcomes Delivery: as the program owner, apply this original IP to impact NDRR, discounting, and win rates of our >$500K new ARR and ATR through full lifecycle Value Management methods.  Lead the successful company wide adoption of the model and methods across Marketing, Sales, Presales, Success, and Services. 
• Customer Health Score Ownership: Create and manage a predictive customer health scoring system tied to the customer maturity model. Define key health indicators from data like product usage and support tickets. Establish processes to monitor health, identify risks, and trigger interventions. Refine the scoring methodology for accuracy and relevance.
• Customer Engagement Model Optimization: Work cross-functionally with Sales, Product, Support, and Marketing to ensure a cohesive and effective customer journey.Analyze and optimize customer engagement to align with the new maturity model and health score. Define tailored engagement strategies and communication for different customer maturity stages and health levels. Work cross-functionally with Sales, Product, Support, and Marketing for a cohesive customer journey.
• Success Offerings Alignment to Customer Care Packages: Develop frameworks to measure the impact and ROI of success offerings.  Refine customer success offerings with product marketing and service teams. Align success programs with tiered Customer Care Packages. Create metrics to measure success offering impact and ROI.  Develop new success offerings (engagements) as needed to support a “right engagement, right resource, right time” strategy to ensure optimal use of resources and skill sets across the customer journey to drive the right outcomes at the right time.  

SKILLS AND COMPETENCIES

• Minimum 10 years of experience working as a value program and/or customer success leader with accountability for a programmatic impact on customer success, presales and sales, with proven performance and specific revenue goal achievement.
• BS in Business or Technical domain or equivalent experience required; MBA degree preferred
• Strong strategic thinking and business acumen, with the ability to translate market insights into actionable plans
• Results oriented with multiple years meeting or exceeding goals by rationalizing coverage models, compensation plans, and