Customer Success Manager

The role

You will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships and act as a technical resource for day-to-day operational needs.

What you will do

• Act as a point of contact for any major customer incidents.
• Manage expectations and communications through incident resolution.
• Analyze customer data such as support cases, survey responses, and renewal behaviors.
• 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.
• Provide recommendations based on risk and customer needs.
• Provide proactive guidance on Ping's features based on customer interests and business objectives.
• Be a hands-on contributor.
• Provide after-hours or weekend coverage as needed.

Required qualifications

• Minimum of 4 years of related experience in Customer Success / Experience.
• Experience in consulting and implementation of IT systems.
• 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.

Nice to have

• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.

Benefits

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

About the company

Ping Identity provides an intelligent, cloud identity platform. The company is headquartered in Denver, Colorado and serves large enterprises worldwide.