Senior Strategic Customer Success Manager

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• Cloud
• SFDC

Benefits

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