Manager, Customer Success

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

📋 Description

• Take ownership of renewal, churn, and expansion results for the Strategic East portfolio, collaborating closely with Sales and Renewals leadership.

• Ensure that Customer Success Managers (CSMs) create and uphold strategic success plans for key accounts, with a focus on defined business outcomes, ROI, and executive alignment.

• Provide guidance and alignment for CSMs regarding customer portfolio prioritization, engagement strategies, and the coordination of strategic executive engagement.

• Oversee the achievement of annual department KPI targets for the Strategic East region.

• Proactively identify customers at risk, ensuring CSMs implement effective save strategies, and drive cross-functional mitigation efforts.

• Use data (such as segmentation, health scores, product usage, and NPS/CSAT) to prioritize focus and interventions across the strategic portfolio.

• Recruit, onboard, and nurture a high-performing Customer Success team that aligns with Ping Identity’s core values.

• Establish clear goals and expectations (KPIs, behaviors), maintaining a consistent rhythm of one-on-one meetings, coaching, and performance evaluations.

• Develop strong career advancement plans for each team member, encompassing skills, certifications, and stretch assignments.

• Exemplify and promote a culture that is customer-centric, data-informed, collaborative, and accountable.

• Implement and continually enhance standard processes and playbooks to ensure adoption and value realization within the strategic segment.

• Drive the effective utilization of Customer Success tools (e.g., Gainsight, CRM) for accurate data and workflows while ensuring disciplined data management and system updates for a clear view of the business.

• Take responsibility for the team’s forecasting and reporting concerning renewals, risks, and expansion opportunities in the East.

• Serve as the primary Customer Success contact for Sales leadership in the Eastern region, ensuring alignment on account strategies and executive engagement.

• Collaborate with Product and Engineering to represent strategic customer needs and influence the product roadmap.

• Work alongside Marketing on customer engagement initiatives, advocacy efforts, and developing customer success narratives from your team’s accounts.

• Represent Customer Success in significant escalations and incident reviews, ensuring clear communication and follow-through, in collaboration with Escalation Management, Support, and Professional Services teams as needed.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or similar customer-facing roles in B2B SaaS or enterprise software.

• At least 2 years of experience in leading or mentoring CSMs or similar roles (formal line management experience is preferred).

• Strong comprehension of subscription and ARR business models, as well as renewals and expansion mechanisms.

• Proven experience in driving customer adoption and value realization with complex, multi-stakeholder enterprise accounts.

• Comfortable interacting with executive stakeholders (C-level, VP) and leading outcome-driven meetings.

• Demonstrated ability to analyze data (health scores, usage trends) and transform insights into actionable strategies.

• Exceptional communication and storytelling capabilities.

🏝️ Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)