Senior Strategic Customer Success Manager

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

As a Senior Strategic CSM, you will serve as a trusted advisor, owning a portfolio of customers and driving their adoption and success. You will focus on developing and executing strategic plans to ensure customer value realisation. Your responsibilities will include:

• →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.
• →Owning 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.
• →Holding meaningful technical conversations about Identity and Access Management (IAM), Ping Solutions, and successful enablement.
• →Acting as an advisor for the adoption of new features from Ping's release schedules, identifying potential challenges and risks.
• →Cultivating and maintaining relationships with technical and business stakeholders.
• →Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• →Willingness to be a hands-on contributor.

To be a successful Customer Success Manager, you should have:

• A minimum of 6 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.
• 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.

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

• 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