Customer Success Manager

About the role

As a Customer Success Manager, you will serve as a named resource and partner for customer organizations, building and maintaining trusting relationships. You will act as a technical resource for day-to-day operational needs and advocate for customer requirements internally. The role involves monitoring adoption trends and providing proactive guidance on features to support customer business objectives.

Responsibilities

• Act 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.
• Act 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.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Required skills

• Customer Success
• IT systems consulting
• Cloud services
• Identity management
• CRM systems
• SFDC
• Gainsight
• Cloud Solutions

Qualifications

• 4 years of related experience in Customer Success or Experience
• Experience in consulting and implementation of IT systems

Benefits

• Generous PTO
• Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Education Reimbursement
• Commuter Offset

About the Company

Ping Identity is a cloud identity platform provider headquartered in Denver, Colorado, with a global presence. They serve large enterprises worldwide, including more than half of the Fortune 100, and focus on cybersecurity, digital experiences, and identity and access management.