SVP, Customer Success

Reporting to the Chief Customer officer, the SVP Global Customer Success and Renewals will ensure the long-term sustainability and profitability of Ping’s customers by leading initiatives that drive success at each step of the customer journey.  They will also enable customer value-addition by delivering the customers’ desired outcomes so Ping may drive expansion and realize the full value of the Ping and customer partnership.  Further they marshall a fund of strategic investment dollars to maximize our renewal rate, and lead the renewals team to maximize on time, optimized contract renewals in pursuit of business predictability.

KEY RESPONSIBILITIES:

• Provide strategic leadership of the customer success and renewals departments globally.
• Developing and executing a customer success approach by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the success of the customer journey and department performance. 
• Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
• Enabling desired customer success outcomes by aiding renewals and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Drive thought leadership in Post Sales Bundle strategy across Services, Support, Success offerings
• Drive accurate forecasting of risk, remediation of risk, and on time renewal execution of our install base, teaming with expansion reps for predictable bookings outcomes from forecast to actuals  
• Reviewing and adjusting all CS processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.
• Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.
• Establish excellent Product and Sales working relationships to improve NRR 
• Discover and Foster expansion conversations that enable account growth into new use cases and maturity levels
• Challenge our customers to increase their scale, maturity, breadth and depth of platform usage
• Foster a culture of value realization, data driven customer health conversations and early warning on troubled or risk based customer scenarios
• Recruiting, attracting, and onboarding new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures, role design, coverage models, and operating models
• Managing customer relationships across the entire GTM team, helping others on the team maintain and improve the relationships under their purview.
• Drive successful Sales, SE, Partner, Services and Support execution across POD model of account management.
• Develop and maintain executive customer relationships to scale our strategic account coverage

SKILLS AND COMPETENCIES

• Minimum 15 years of experience working as a customer success / GTM  leadership with accountability for a quota, renewals, services, adoption with proven performance and specific goal achievement.
• Experiencing owning a large book of business, upwards of $600M in ARR 
• BS in Business or Technical domain or equivalent experience required; MBA degree preferred
• Strong strategic thinking and business acumen, with the ability to translate market insights into actionable plans
• Results oriented with multiple years meeting or exceeding quota by rationalizing coverage models, compensation plans, and gtm motions
• Outstanding presentation and client-facing skills
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the GTM organization, its activities, and relevant stakeholders
• High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members. 
• Deep understanding of SaaS and software businesses, with knowledge of both the subscription and renewal models and the commercial experience to shape them
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge including creating and closing Seven figure transactions at scale, and empathy for al GTM roles from sales, presales, services and success vantage points
• Experience driving operational improvement for quote, renewal and proposal approvals, implementing workflow and ordering systems to drive pace and control of revenue transactions
• Success driving predictable, consistent overachievement of renewal forecast and plan every 90 days, track record of bookings/renewals performance in publicly traded software companies highly desired
• Strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Financial and Operational analysis skills
• Driving insights from data as a core competency to leading business execution
• Identity and Access Management experience highly desired
• Enterprise Architecture acumen highly desired
• Fortune 5000 Customer segment focus and experience highly desired

Salary Range: $275,000-$350,000 + bonus 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.