Customer Success Manager

Customer Success Manager

Ping Identity is seeking a Customer Success Manager to drive adoption, value realization, renewal, and expansion within a defined portfolio of customers. This role involves acting as the primary post-sales relationship owner and collaborating with various teams to ensure customer success.

Responsibilities

• Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
• Build, maintain, and execute customer success plans for priority accounts.
• Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
• Surface and qualify expansion opportunities and collaborate with Sales/Account Management.
• Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
• Regularly review usage data, health scores, and telemetry to spot gaps and drive adoption plays.
• Deliver value-focused reviews and tell a clear story that connects product usage to business results.
• Build and maintain strong relationships with day-to-day contacts, project owners, and business sponsors.
• Capture and share customer feedback, ensuring issues are followed through to resolution.
• Identify and develop customer advocates for references, testimonials, case studies, and events.
• Keep customer records accurate and up-to-date in CS tools and CRM.
• Use standardized playbooks and processes for adoption, development, and renewal preparation.
• Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
• Contribute to continuous improvement of CS processes, templates, and best practices.
• Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
• Work with Support and Engineering to manage escalations and prevent repeat issues.
• Collaborate with Product Management and CS Architecture/Onboarding to share customer insights.
• Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Requirements

• Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS / enterprise software.
• Proven track record managing a portfolio of mid- to large-enterprise customers and delivering against retention targets.
• Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
• Ability to engage confidently with technical and non-technical stakeholders (from admins to Director/VP level).
• Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
• Excellent communication, presentation, and storytelling skills.
• Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.

How to Apply Please apply via the official Ping Identity careers page.