Customer Success Manager

🔥 39 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

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

Consulting • Healthcare • Logistics

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 and orchestrate resources across Support, Product, Services, and Sales • Own customer health, retention, and risk management in partnership with Sales and Renewals • Build, maintain, and execute customer success plans with business outcomes, milestones, and owners • Identify renewal and churn risk, create save plans, and track mitigation activities • Surface and qualify cross-sell, up-sell, and use-case expansion opportunities with Sales/Account Management • Translate customer objectives into measurable outcomes and track and communicate progress • Review usage data, health scores, and telemetry to drive adoption and prevent value erosion • Deliver value-focused reviews such as Success Plan Reviews and EBRs • Build trust-based relationships with customer contacts, project owners, and business sponsors • Run check-ins, workshops, and governance reviews tailored to customer segment and lifecycle stage • Capture and share customer feedback and ensure issues reach resolution • Develop customer advocates for references, testimonials, case studies, and events • Maintain accurate customer records in CS tools and CRM • Use standardized playbooks and processes for adoption, development, and renewal preparation • Provide leadership visibility into account status, risk, and opportunity • Improve CS processes, templates, and best practices • Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement • Work with Support and Engineering on escalations and repeat-issue prevention • Collaborate with Product Management and CS Architecture/Onboarding to share insights and influence roadmap and enablement • Coordinate with Professional Services on scoping, delivery alignment, and handoffs • Work toward KPIs including renewal rate, NRR/expansion pipeline, portfolio health, strategic touchpoint delivery, advocacy/satisfaction, and operational excellence

🎯 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, including 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 • Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS preferred • Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM such as Salesforce preferred • Experience running QBRs/EBRs and building structured success plans preferred • Exposure to working with distributed/global teams preferred

🏖️ Benefits

• A company culture that empowers you to do your best work • Employee Resource Groups that create a sense of belonging for everyone • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Flexible, collaborative work environment