Customer Success Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Serve as the primary contact for significant customer incidents, overseeing expectations and communications until resolution is achieved.

• Evaluate customer data, including support cases, survey feedback, and renewal patterns to pinpoint technical trends and potential risks.

• Represent the customer’s perspective internally to champion their requirements.

• Track and analyze adoption and utilization patterns, offering recommendations based on identified risks and customer needs.

• Deliver proactive insights on Ping's features aligned with the customer's interests and business goals.

• Occasionally visit customer sites and be available for after-hours or weekend support as necessary.

• Openness to being an active participant in tasks.

⛳️ Requirements

• At least 4 years of relevant experience in Customer Success / Experience.

• Background in consulting and implementing IT systems, preferably in cloud services and/or identity management.

• Strong technical aptitude to grasp customer use cases and architectural prerequisites for Ping solutions.

• A naturally inquisitive and proactive demeanor towards identifying adoption obstacles and risks.

• Familiarity with SFDC, Gainsight, or similar CRM platforms.

• Robust technical knowledge of Cloud Solutions.

🏝️ Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)