Ping Identity
SaaS
Manager,CustomerSuccess
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Customer Success at Ping Identity. Skills: Customer Success Management, Team Leadership, Account Management. Own renewal outcomes. Own churn outcomes”
What You'll Achieve.
Own renewal outcomes; Own churn outcomes; Own expansion outcomes; Deliver predictable customer outcomes; Protect recurring revenue; Execute against playbooks; Execute against KPIs
Industry & Context.
Data interpretation; Root cause analysis
What They're Looking For.
Must Have
10+ years Customer Success, 2+ years leading CSMs, Understanding of ARR models, Experience driving customer adoption, Experience with executive stakeholders, Interpret data into actions
Nice to Have
Experience in IAM, Experience in security SaaS, Hands-on Gainsight experience, Hands-on Salesforce CRM experience, Building CS playbooks at scale
What You'll Do.
Own expansion outcomes
Build strategic success plans
Guide CSMs on prioritization
Guide CSMs on engagement
Identify at-risk customers
Drive cross-functional mitigation
Utilize data for focus
Set team expectations
Conduct performance reviews
Implement standard processes
Improve standard processes
Drive effective tool use
Ensure disciplined data hygiene
Act as CS point of contact
Collaborate with Product
Collaborate with Engineering
Advocate for customer needs
Partner with Marketing
Represent Customer Success
Ensure clear communication
Ensure follow-through
How You'll Work.
Team & Collaboration
Partnership with Sales; Partnership with Renewals; Partnership with Support; Partnership with Product; Partnership with Professional Services; Cross-functional collaboration; Sales leadership alignment
Communication Scope
Executive alignment; Storytelling
Full Job Description
About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. Manager, Customer Success (Strategic East) The Manager of Customer Success (Strategic East) reports to the VP, Customer Success - Americas and leads a high-impact team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across our most strategic enterprise accounts in the Eastern region. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR). You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs tailored for our strategic customer segment. Key Responsibilities 1. Customer Out
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