Senior Customer Success Manager

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