Customer Success Manager

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Ping Identity

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2002

🔒 Cybersecurity

☁️ SaaS

🏢 Unternehmen

💰 €35.000.000 Series F - Ping Identity im 2014-09

Cybersecurity • SaaS • Enterprise

Content Conspiracy ist eine kreative Copywriting- und Design-Agentur. Das Unternehmen ist auf ein breites Spektrum an Content- und Designleistungen spezialisiert, die Marken helfen, sich abzuheben und ihrer Stimme Gehör zu verschaffen. Das Angebot umfasst Copywriting und Redaktion für verschiedene Zwecke wie Geschäfts- und Jahresberichte, Markengeschichten (Brand Stories) und Webtexte sowie kreative Content- und Designleistungen wie Logo- und Corporate-Identity-Design, Infografiken und Webdesign. Content Conspiracy bietet außerdem Schulungs- und Learning-Design-Leistungen durch maßgeschneiderte Workshops und Trainings zur Business-Kommunikation. Das Unternehmen ist agil und remote aufgestellt und arbeitet von Bengaluru, Mumbai und Boston aus für eine Vielzahl von Kundinnen und Kunden weltweit.

Beschreibung

• Own renewal, churn, and expansion outcomes for the Strategic East portfolio, in close partnership with Sales and Renewals leadership. • Ensure CSMs build and maintain strategic success plans for priority accounts, focusing on clear business outcomes, ROI, and executive alignment. • Guide & align CSMs on customer portfolio prioritization, engagement strategy & planning, and strategic executive engagement coordination. • Oversee delivery of annual department KPI targets for the Strategic East region. • Proactively identify at‐risk customers, ensure CSMs deliver effective save plans, and drive cross‐functional mitigation actions. • Utilize data (segmentation, health scores, product usage, NPS/CSAT) to prioritize focus and interventions across the strategic portfolio. • Recruit, onboard, and develop a high‐performing Customer Success team aligned to Ping Identity’s core values. • Set clear goals and expectations (KPIs, behaviors), and maintain a consistent rhythm of 1:1s, coaching, and performance reviews. • Build strong career development plans for each team member, including skills, certifications, and stretch assignments. • Model and reinforce a culture that is customer‐obsessed, data‐driven, collaborative, and accountable. • Implement and continuously improve standard processes and playbooks for adoption and value realization within the strategic segment. • Drive effective use of Customer Success tooling (e.g., Gainsight, CRM) for accurate data and workflows & ensure disciplined data hygiene & system updates to enable a clear windshield and rear view mirror on the business. • Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities in the East. • Act as the primary CS point of contact for Sales leadership in the Eastern region, ensuring alignment on account strategies and executive engagement. • Collaborate with Product and Engineering to advocate for strategic customer needs and influence the roadmap. • Partner with Marketing on customer engagement events, advocacy, and developing customer success stories from your team’s accounts. • Represent Customer Success in major escalations and incident reviews, ensuring clear communication and follow‐through, in partnership with Escalation Management, Support and Professional Services teams as needed.

🎯 Anforderungen

• 10+ years in Customer Success, Account Management, or related customer‐facing roles in B2B SaaS / enterprise software. • 2+ years of experience leading or mentoring CSMs or similar roles (formal line management preferred). • Strong understanding of subscription / ARR business models, renewals, and expansion mechanics. • Demonstrated experience driving customer adoption and value realization with complex, multi‐stakeholder enterprise accounts. • Comfortable working with executive stakeholders (C‐level, VP) and leading outcome‐driven meetings. • Proven ability to interpret data (health scores, usage trends) and convert insights into actions. • Excellent communication and storytelling skills.

🏖️ Vorteile

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