Customer Success Executive

🕒 June 25

🤠 Texas – Remote

🤠 Texas – Remote

💵 $131k - $150k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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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

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution. • Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks. • Acting as the voice of the customer internally to advocate for their needs. • Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs. • Providing proactive guidance on Ping's features based on the customer's interests and business objectives. • Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers. • Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers. • Leading technically complex customer issues from start to finish and identifying opportunities for new solutions. • Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects. • Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform. • Leveraging multiple Ping solutions to provide high-level technical advisement to customers. • Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high. • Engaging with technical and business owners at all levels on the customer side. • Communicating and influencing effectively at all levels of the organization, including C-level. • Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed. • Willingness to be a hands-on contributor.

🎯 Requirements

• A minimum of 10 years of related experience in Customer Success / Experience. • Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management. • A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions. • Proven track record of driving issues to resolution and advocating on behalf of a customer. • Experience working with enterprise-level customers. • Knowledge of the software development process and design methodologies. • Exceptional communication and presentation skills. • The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers. • A strong combination of technical and leadership skills. • A naturally curious and proactive approach to uncovering adoption blockers and risks. • Experience with SFDC, Gainsight, or equivalent CRM systems. • Solid technical understanding of Cloud Solutions.

🏖️ Benefits

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