Customer Success Manager

Ping Identity is a company focused on securing digital experiences and protecting identities. They are seeking a Customer Success Manager to build and maintain relationships with customer organizations, acting as a technical resource and advocating for customer needs.

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

Requirements:

• A minimum of 4 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
• 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