Senior Director, Scaled Customer Success - Americas

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. 

The Scaled Customer Success Leader will report to the SVP, Customer Success & Renewals and ensure the long-term profitability and sustainability of Ping's customers by leading initiatives that drive success at each step of the customer journey. The leader will also enable customer value-realization at scale by delivering the customers' desired outcomes across both digital and scaled resourcing models, so Ping may drive expansion and realize the full value of the partnership.

Key responsibilities will include:

• Defining and driving the strategic vision for the scaled customer success program, ensuring alignment with overall business goals and a focus on customers under $250K in revenue.
• Designing and executing a world-class scaled success model, leveraging digital and automated strategies, including a pooled team of contractors.
• Leading, building, and developing a high-impact team of contractors executing “CSM lite” motions focusing on recruitment, onboarding, and continuous development to ensure they operate with urgency and drive measurable results.  Oversight & management of the outsourced teams.  
• Implementing a comprehensive digital strategy for the customer journey, from a digital onboarding experience to proactive engagement based on customer segmentation and risk profiles.
• Design, build and roll out of various plays required to drive success & renewal (including support of out quarter risk forecasting) in the scaled space.  
• Partnership with key stakeholder groups across Ping including Training, User Documentation and Community to ensure cohesive scaled customer experience strategy across required functions.  
• Design, build, and deliver a comprehensive scaled success strategy inclusive of scaled resource engagement, guided digital journey, and the measurement of success across each milestone.  
• Establishing and analyzing key performance indicators (OKRs, KPIs) and other metrics to effectively measure the success of the scaled customer base including renewals, health scores, and growth.  
• Driving business value by enabling customers to achieve desired outcomes and maximizing value realization across the platform, contributing to increased revenue and retention.
• Fostering a customer-first culture across the organization and maintaining robust cross-functional partnerships to ensure alignment on customer needs.
• Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, while continuously testing and improving tactics.  
• Acting as a key advisor for product adoption and identifying potential risks by staying informed about Ping's release schedules.
• Managing team operations, including cross-functional team management, compensation, and team structure decisions.

Qualifications
To be a successful Scaled Customer Success Leader, you should have:

• A minimum of 10 years of experience in Customer Success, Onboarding, or Professional Services, with at least 5 years in a leadership capacity at a high-growth SaaS organization.
• Proven expertise in managing and scaling customer success programs, with a focus on digital and automated engagement models.
• Experience in recruiting, developing, and leading a high-impact team of pooled success managers or contracted success management resources.  
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakehold