Senior Strategic Customer Success Manager

📋 Description

• • As a Senior Strategic Customer Success Manager at Ping Identity, you will be instrumental in ensuring our enterprise clients achieve maximum value from our intelligent, cloud identity platform. This role is pivotal in fostering deep, trusted advisor relationships, driving customer adoption, and ultimately contributing to their ongoing success and advocacy. You will be the primary point of contact for a dedicated portfolio of customers, guiding them through their journey with Ping Identity and ensuring their digital experiences are both secure and seamless.
• • In your day-to-day activities, you will act as the primary point of contact for any significant customer incidents, taking ownership of managing expectations and ensuring clear, consistent communication throughout the resolution process. A critical part of your role involves meticulously analyzing customer data, including support cases, survey responses, and renewal behaviors, to identify emerging technical trends and potential risks. You will serve as the internal champion for your customers, effectively acting as the voice of the customer to advocate for their needs and influence product development and service improvements. You will continuously monitor customer adoption and utilization trends, proactively providing strategic recommendations based on identified risks and evolving customer needs. Your expertise will be leveraged to provide proactive guidance on Ping's extensive features, aligning them with each customer's unique interests and overarching business objectives. You will own the complete customer lifecycle, from initial onboarding and successful adoption to fostering long-term advocacy within your assigned portfolio.
• • A key responsibility will be the development and delivery of comprehensive "success plans" tailored for each key customer. These plans will meticulously identify technical stakeholders, define critical milestones, establish measurable metrics for success, and outline potential risks. You will lead technically complex customer issues from inception to complete resolution, simultaneously identifying opportunities to introduce new and innovative solutions that further enhance customer value. Collaboration is essential; you will work closely with cross-functional teams, including Product Management and Engineering, to effectively resolve customer needs and support ongoing projects. You will engage in meaningful technical conversations centered around Identity and Access Management (IAM), Ping Solutions, and best practices for successful customer enablement. Furthermore, you will act as a strategic advisor for the adoption of new features emerging from Ping's release schedules, proactively identifying potential challenges and mitigating risks for your customers.
• • You will be responsible for cultivating and maintaining strong, lasting relationships with both technical and business stakeholders within your customer accounts. While the role is primarily remote, there may be occasional travel required to customer sites, and you should be available for some after-hours or weekend coverage as business needs dictate. A willingness to be a hands-on contributor, diving deep into technical challenges and solutions, is essential for success in this role. This position offers a unique opportunity to deepen your expertise in the critical field of identity security and access management, working with leading enterprises and contributing to their digital transformation journeys. You will gain invaluable experience in strategic account management, technical consulting, and cross-functional collaboration within a dynamic, fast-paced technology environment. By driving customer success, you will directly impact Ping Identity's growth and reputation as a leader in the cybersecurity space.
• • About the team and company: Ping Identity is dedicated to making digital experiences secure and seamless, enabling users to shop, work, and interact without compromise. Our intelligent, cloud identity platform is trusted by over half of the Fortune 100 companies. We foster a culture that champions individuality and empowers employees to bring their authentic selves to work. We are headquartered in Denver, Colorado, with a global presence, and we are committed to changing the way businesses approach cybersecurity and identity management. Our core values emphasize respect for individuality and a commitment to digital freedom for our customers and employees alike. We believe in building an inclusive and diverse environment where everyone's unique contributions are valued and celebrated, ensuring that everyone has an Identity.
• • What the person can learn or achieve in this role: This role provides an exceptional platform for professional growth in the rapidly evolving field of Identity and Access Management (IAM). You will gain deep technical knowledge of Ping Identity's comprehensive product suite and its application in complex enterprise environments. You will hone your strategic account management skills, learning to develop and execute long-term customer success plans that drive significant business outcomes. The opportunity to work closely with product and engineering teams will provide insights into software development lifecycles and the opportunity to influence product roadmaps. Furthermore, you will develop advanced consulting and problem-solving skills by navigating technically challenging customer issues and advocating for customer needs. Success in this role can lead to career advancement within Ping Identity, potentially into leadership positions within the Customer Success organization or related client-facing roles, contributing to the company's mission of enabling digital freedom through secure and seamless identity solutions.