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.
Job Responsibilities
As a Senior Strategic CSM, you will serve as a trusted advisor, owning a portfolio of customers and driving their adoption and success. You will focus on developing and executing strategic plans to ensure customer value realisation. Your responsibilities will include:
- Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
- Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Acting as the voice of the customer internally to advocate for their needs.
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
- Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
- Owning the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
- Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
- Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
- Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
- Holding meaningful technical conversations about Identity and Access Management (IAM), Ping Solutions, and successful enablement.
- Acting as an advisor for the adoption of new features from Ping's release schedules, identifying potential challenges and risks.
- Cultivating and maintaining relationships with technical and business stakeholders.
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
- Willingness to be a hands-on contributor.
Qualifications
To be a successful Customer Success Manager, you should have:
- A minimum of 6 years of related experience in Customer Success / Experience.
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- Proven track record of driving issues to resolution and advocating on behalf of a customer.
- Experience working with enterprise-level customers.
- Knowledge of the software development process and design methodologies.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions.
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.
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 offerings are described as generous, including unlimited Paid Time Off (PTO) and broad time-off coverage that supports flexibility. Additional time-off elements like holidays and volunteer time are also cited as part of the overall package.
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Healthcare Strength — Health coverage is characterized as comprehensive, spanning medical, dental, and vision plans, with added support such as mental health resources and disability/life insurance. Fertility and family-related health benefits are also referenced as notable components.
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Retirement Support — Retirement benefits are portrayed as a meaningful part of total rewards, with 401(k) plans and employer matching described as a standout feature. Stock-based compensation is also referenced as part of financial rewards for eligible roles.
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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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