Customer Success Manager in the USA - Ping Identity
Ping Identity is seeking a senior-level Customer Success Manager for our customer service operations across the USA. In this role, you will act as a named resource and trusted partner for customer organizations, helping the world's largest enterprises secure their digital experiences and identity management solutions. The salary range for this position is $76,000 to $95,000 plus variable pay, with final compensation determined by factors such as skills, knowledge, and abilities.
Core Responsibilities
- Serve as the primary point of contact for major customer incidents, managing communications and expectations through resolution.
- Analyze customer data, including survey responses, renewal behaviors, and support cases, to spot technical trends and risks.
- Monitor adoption and utilization trends while acting as an internal advocate for customer needs.
- Provide proactive guidance on features aligned with customer business objectives and use cases.
- Handle occasional after-hours or weekend coverage as needed, along with travel to customer sites.
Requirements and Qualifications
- At least 4 years of related experience in Customer Success or Customer Experience.
- Background in consulting and the implementation of IT systems, ideally focusing on cloud services or identity management.
- Solid technical understanding of cloud solutions with a strong aptitude for learning architectural requirements.
- Familiarity with CRM platforms such as Gainsight, SFDC, or equivalent systems.
- A proactive, curious approach to identifying adoption blockers and providing hands-on contributions.