Manager, Customer Success

🔥 13 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead a team of Customer Success professionals responsible for adoption, value realization, renewal, and expansion across a defined customer portfolio • Set expectations, build scalable processes, and partner with Sales, Renewals, Support, Product, and Professional Services • Own team renewal, churn, and expansion outcomes in partnership with Sales and Renewals • Ensure strategic success plans for priority accounts with business outcomes, owners, and timelines • Oversee annual department KPI targets for assigned regions • Identify at-risk customers, drive save plans, and coordinate cross-functional mitigation actions • Use segmentation, health scores, product usage, NPS/CSAT, and support signals to prioritize interventions • Recruit, onboard, coach, develop, and conduct performance reviews for the Customer Success team • Build career development plans including skills, certifications, and stretch assignments • Implement and improve adoption, value realization, and churn mitigation processes and playbooks • Drive effective use of Customer Success platforms, CRM, and support systems • Own forecasting and reporting for renewals, risk, and expansion opportunities • Maintain accurate documentation including success plans, notes, health updates, and risk registers • Serve as the primary Customer Success contact for cross-functional teams • Align with Sales on programs, account strategies, deal reviews, and executive engagement plans • Collaborate with Marketing on customer events, advocacy, references, and customer stories • Represent Customer Success in escalations and incident reviews • Deliver outcomes measured by renewal rate, churn, expansion, coverage, customer advocacy, and team health/performance

🎯 Requirements

• Experience in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS / enterprise software • Experience leading and mentoring teams • Experience running a four-quarter rolling churn forecast and delivering weekly executive-level updates for an enterprise-level book of business • Ability to manage change and lead a team to deliver business objectives in an evolving landscape • Strong organizational and prioritization skills • Proven ability to own a book of business, interpret health scores, usage, pipeline, and churn trends, and convert insights into action • Ability to lead company programs cross-functionally with Sales, Support, Product, and Professional Services • Experience driving customer adoption and value realization with complex, multi-stakeholder accounts • Comfort working with Director, VP, and C-level executive stakeholders • Excellent written, verbal, presentation, communication, and storytelling skills • Strong understanding of subscription / ARR business models, renewals, and expansion mechanics • Previous roles in Private Equity / VC owned businesses • Preferred: Experience in Identity & Access Management (IAM), cybersecurity, or adjacent enterprise SaaS • Preferred: Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM tools such as Salesforce • Preferred: Experience managing distributed / remote teams across regions

🏖️ Benefits

• Flexible, collaborative work environment • Company culture that empowers employees to do their best work • Employee Resource Groups • 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)