Senior Strategic Customer Success Manager
Ping Identity Corporation is an active enterprise identity-security company offering the Ping Identity Platform for customer, B2B, workforce, and AI-agent identity use cases.
Funding history
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About Ping Identity Corporation
Ping Identity develops and operates identity and access management and identity-security products, including identity verification, identity management, authentication, authorization, threat protection, fraud prevention, and orchestration. Its offerings support multi-tenant SaaS, dedicated-tenant SaaS, self-managed software, and FedRAMP High deployments.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a named customer resource and trusted technical partner. You will manage major-incident communications, analyze customer data, identify adoption and utilization risks, recommend relevant product features, advocate internally for customers, and occasionally travel to customer sites.
Requirements
- At least 4 years of related Customer Success or Customer Experience experience.
- Experience consulting on and implementing IT systems, preferably cloud services or identity management.
- Technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Technical understanding of cloud solutions.
Responsibilities
- Act as the point of contact for major customer incidents and manage expectations through resolution.
- Analyze support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Advocate internally for customer needs.
- Monitor adoption and utilization trends and provide recommendations based on risk and customer needs.
- Provide proactive guidance on product features based on customer interests and business objectives.
- Travel occasionally to customer sites and provide some after-hours or weekend coverage as needed.
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset at specific locations