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Ping Identity is a leader in the field of digital identity solutions. Based in Denver, Colorado, the company emphasizes making digital experiences secure and seamless, allowing users to interact without friction or fear. Their mission revolves around fostering a culture of ‘digital freedom’, recognizing and respecting individual identities within their workforce. Ping Identity serves a vast array of high-profile clients, including more than half of the Fortune 100, showcasing its importance in the realm of cybersecurity and identity management.
The position of Manager, Customer Success (Strategic East) at Ping Identity is pivotal in shaping customer relationships and ensuring that enterprise accounts in the Eastern region derive maximum value from their services. Reporting directly to the VP of Customer Success – Americas, this leadership role manages a team dedicated to driving adoption, fostering customer value realization, and overseeing renewals and expansions for strategic enterprise clients.
The successful candidate will play a crucial role in setting expectations for their team, developing scalable processes, and promoting cross-functional collaboration with Sales, Renewals, Support, Product, and Professional Services. This role directly affects the company's success metrics, particularly concerning annual recurring revenue (ARR) and overall customer satisfaction.
The Manager of Customer Success will engage in several essential duties, including:
Customer Outcomes & Revenue: The individual will be responsible for ownership over renewal, churn, and expansion across the Strategic East portfolio. Collaborating closely with Sales and Renewals leadership is crucial here. They'll guide Customer Success Managers (CSMs) in building comprehensive success plans and ensuring KPIs are met.
Team Leadership & People Management: This role entails recruiting and nurturing a high-performing team that aligns with Ping Identity's core values. Key goals include maintaining a consistent rhythm of one-on-ones, performance reviews, and coaching to facilitate personal and professional growth.
Operational Excellence & Strategic Alignment: The success manager will enhance existing processes and drive utilization of Customer Success tools, ensuring effective data management. They will also lead forecasting and reporting related to renewals and expansion opportunities within their region.
Cross-Functional Collaboration: A critical part of the role involves collaborating with Product and Engineering teams to better meet customer needs, as well as partnering with Marketing for customer engagement activities such as success stories and advocacy.
Candidates for this position should possess:
Preferred qualifications include experience in Identity & Access Management (IAM) and familiarity with Customer Success platforms like Gainsight and Salesforce.
The role is measured against several Key Performance Indicators (KPIs):
The salary range for this position is between $92,000 and $123,000, along with variable pay potential. Ping Identity adheres to Colorado's Equal Pay for Equal Work Act, ensuring fair compensation practices based on experience, skills, and capabilities.
Ping Identity promotes a flexible, collaborative work environment, prioritizing innovation and growth while valuing the contributions of diverse individual experiences. Employees are encouraged to embrace their authentic selves as part of a culture that fosters belonging and inclusiveness. The company also undergoes regular team bonding events, ensuring a supportive atmosphere for its workforce.
Employee benefits include:
In summary, the Manager of Customer Success at Ping Identity offers a unique leadership opportunity within a forward-thinking company dedicated to digital identity security. With a supportive team, ample growth opportunities, and a focus on collaboration and employee wellbeing, this role is well-suited for individuals looking to leverage their experience in customer success while driving tangible results.
This job offer was originally published on jobicy.com
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