Senior Strategic Customer Success Manager
About The Position
At Ping Identity, the Senior Strategic Customer Success Manager serves as a named resource and partner for customer organizations, building and maintaining trusting relationships and acting as a technical resource for day-to-day operational needs. The role supports customer success by managing incident communications, analyzing customer data for technical trends and risks, advocating for customer needs internally, monitoring adoption and utilization, and proactively guiding customers on Ping features aligned with their interests and business objectives. Occasional travel to customer sites and some after-hours or weekend coverage may be required. The position calls for a hands-on contributor.
Requirements
- At least 4 years of related experience in Customer Success or Customer Experience.
- Experience consulting on and implementing IT systems, preferably cloud services and/or identity management.
- Strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- A curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of cloud solutions.
Responsibilities
- Serve as a named resource and partner for customer organizations, building and maintaining trusting relationships.
- Act as a technical resource for customers’ day-to-day operational needs.
- Serve as a point of contact for major customer incidents and manage expectations and communications through resolution.
- Analyze customer data, including support cases, survey responses, and renewal behaviors, to identify technical trends and risks.
- Represent the voice of the customer internally and advocate for customer needs.
- Monitor adoption and utilization trends and provide recommendations based on risk and customer needs.
- Provide proactive guidance on Ping features based on customer interests and business objectives.
- Travel occasionally to customer sites and provide some after-hours or weekend coverage as needed.
- Contribute hands-on.
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Opportunity for education reimbursement
- Commuter offset at specific locations
- Employee Resource Groups
- Company and team bonding events
- Global volunteering and community initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
