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.
The Manager of Customer Success leads a team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across a defined customer portfolio. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally (Sales, Renewals, Support, Product, 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.
Key Responsibilities1. Customer Outcomes & Revenue- Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals.
- Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
- Oversee delivery of the annual department KPIs targets for the assigned regions under management.
- Proactively identify at‑risk customers, ensure CSMs build and deliver save plans, and drive cross‑functional mitigation actions.
- Use data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio.
- Recruit, onboard, and develop a high‑performing Customer Success team aligned to company values.
- Set clear goals and expectations (KPIs, behaviours), and run a consistent rhythm of 1:1s, coaching, and performance reviews.
- Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
- Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable.
- Address performance issues early with clear feedback, support, and structured improvement plans where needed.
- Implement and continuously improve standard processes and playbooks for adoption, value realization and churn mitigation.
- Drive effective use of Customer Success tooling (e.g., Gainsight/CS platform, CRM, support systems) for accurate data and workflows.
- Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities.
- Ensure accurate and timely documentation in systems of record (success plans, notes, health updates, risk registers).
- Act as the primary Customer Success point of contact for Sales, Renewals, Support, Product, and Services in your region or segment.
- Ensure alignment with sales on program activities, account strategies, deal reviews, and exec engagement plans.
- Collaborate with Marketing on customer engagement with events, advocacy, references, and customer stories from your team’s accounts.
- Represent Customer Success in escalations and incident reviews, ensuring clear customer communication and follow‑through.
- Customer Success, Account Management, Consulting, or related customer‑facing roles in B2B SaaS / enterprise software.
- Experience leading and mentoring teams
- Experience running a four quarter rolling churn forecast and delivering weekly exec level updates for an enterprise level book of business
- Ability to be flexible and professionally manage change within your role and lead a team to deliver against business objectives within an evolving landscape
- Strong organizational and prioritization skills with the ability to deliver under pressure and at pace while presenting a calm and structured approach to both direct reports and cross functional leaders
- Proven ability to proactively own your book of business, taking the lead on interpreting data (health scores, usage, pipeline, churn trends) and convert insights into actions to deliver a successful strategy for your business that aligns to the wider corporate objectives
- Ability to work and lead company programs cross‑functionally with Sales, Support, Product, and Professional Services.
- Demonstrated experience driving customer adoption and value realization with complex, multi‑stakeholder accounts.
- Comfortable working with executive stakeholders (Director, VP, C‑level) and leading structured, outcome‑driven meetings.
- Excellent communication and storytelling skills (written, verbal, and presentation).
- Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
- Previous roles in Private Equity / VC owned businesses
- Experience in Identity & Access Management (IAM), cuber security, or adjacent enterprise SaaS domain.
- Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce).
- Experience managing distributed / remote teams across regions.
The Manager of Customer Success will be measured on a combination of:
- Renewal Rate for team portfolio.
- Churn ($ and %) against plan, with clear visibility of at‑risk ARR and mitigation status.
- Expansion contributed or influenced by the team.
- Coverage metrics: success plan coverage, EBR / Road Map / VU / SP review cadence, health score coverage and updates.
- Customer advocacy: NPS/CSAT, references, case studies, and participation in advisory boards or events.
- Team health and performance: retention, engagement, hiring quality, promotion readiness, and performance distribution.
- Customer‑obsessed: champions customer outcomes and long‑term partnerships.
- Data‑driven: uses data to prioritize, decide, and course‑correct.
- Team‑first leader: wins through collaboration, clear communication, and shared success.
- Accountable: sets high standards, owns results, and addresses issues directly and constructively.
- Growth mindset: embraces feedback, change, and continuous improvement for self and team.
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Skills Required
- Experience in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS or enterprise software
- Experience leading and mentoring teams
- Experience running a four-quarter rolling churn forecast and delivering weekly executive-level updates for an enterprise book of business
- Ability to manage change and lead a team toward business objectives in an evolving environment
- Strong organizational and prioritization skills; ability to deliver under pressure and at pace
- Ability to interpret health scores, usage, pipeline, and churn data and convert insights into business actions
- Ability to lead cross-functional company programs with Sales, Support, Product, and Professional Services
- Experience driving customer adoption and value realization with complex, multi-stakeholder accounts
- Comfort working with Director, VP, and C-level executive stakeholders and leading outcome-driven meetings
- Excellent written, verbal, presentation, communication, and storytelling skills
- Strong understanding of subscription and ARR business models, renewals, and expansion mechanics
- Previous experience in private equity or venture capital-owned businesses
- Experience in Identity and Access Management, cybersecurity, or an adjacent enterprise SaaS domain
- Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero
- Experience with CRM tools such as Salesforce
- Experience managing distributed or remote teams across regions
Ping Identity Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ping Identity and has not been reviewed or approved by Ping Identity.
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Leave & Time Off Breadth — Time off is considered generous, with an unlimited PTO policy highlighted in company communications and reflected in practice across roles. Several sources also reference positive norms around taking vacation rather than a policy in name only.
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Healthcare Strength — Health coverage is broad, including medical, dental, vision, HSA/FSA options, life and disability insurance, mental‑health support, and an EAP. Wellness extras like a monthly fitness reimbursement further strengthen the package.
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Parental & Family Support — Parental leave is framed as generous for U.S. employees, with extended paid time for birth parents commonly referenced. ERGs such as Working Families and other groups reinforce a family‑supportive environment.
Ping Identity Insights
What We Do
At Ping Identity, we make it possible to trust every digital moment across customers, employees, partners, and non-human identities. Whether you're securing millions of users, fighting fraud, simplifying third-party access, or going passwordless, establishing trust shouldn’t slow you down. Our enterprise-grade identity platform is built for scale, speed, and flexibility and works seamlessly with your existing cloud, hybrid, and on-prem environments. We help you confidently embrace AI and automation with Runtime Identity, so you can continuously verify the identity, context, and intent of every AI agent and control their actions in real time. With Ping, all digital experiences start with trust. Learn more at pingidentity.com.
Why Work With Us
Identians are what make Ping an extraordinary place to work. They create our award-winning products and they’re the reason for our unique customer following.
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