Senior Customer Success Manager

🕒 May 27

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $35M Series F - Ping Identity on 2014-09

Cybersecurity • SaaS • Enterprise

Ping Identity is a leading provider of identity and access management (IAM) solutions, delivering secure, scalable, and flexible identity services for enterprises and large organizations. The company offers cloud and on-premises platforms (including PingOne and Helix AI-powered capabilities) to manage authentication, access, orchestration, fraud prevention, and decentralized identity across customers, employees, and third parties. Ping Identity focuses on reducing fraud, improving user experiences, and supporting complex deployment needs for sectors like government, financial services, healthcare, retail, and media.

📋 Description

• Drive adoption, value realization, renewal, and expansion within a defined portfolio of customers. • Act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales. • Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals. • Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners. • Proactively identify renewal and churn risk, create save plans, and track mitigation activities. • Surface and qualify expansion opportunities (cross‑sell, up‑sell, use‑case expansion) and collaborate with Sales/Account Management to progress them. • Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated. • Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion. • Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors. • Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally. • Identify and develop customer advocates for references, testimonials, case studies, and events. • Keep customer records accurate and up‑to‑date in CS tools and CRM (health scores, notes, success plans, risks, and actions). • Use standardized playbooks and processes for adoption, development, and renewal preparation. • Contribute to continuous improvement of CS processes, templates, and best practices.

🎯 Requirements

• Experience in Customer Success, Account Management, Consulting, or similar customer‑facing role in B2B SaaS / enterprise software. • Proven track record managing a portfolio of mid‑ to large‑enterprise customers and delivering against retention targets. • Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion. • Ability to engage confidently with technical and non‑technical stakeholders (from admins to Director/VP level). • Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions. • Excellent communication, presentation, and storytelling skills. • Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams. • This role requires a German speaker

🏖️ Benefits

• Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)