Senior Strategic Customer Success Manager

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

📋 Description

• Serve as a designated resource and partner for customer organizations.

• Establish and nurture trustworthy relationships with customers.

• Function as a technical resource for everyday operational requirements.

• Serve as the main point of contact for significant customer incidents, managing expectations and communications until resolution.

• Analyze customer data, including support cases, survey responses, and renewal behaviors, to pinpoint technical trends and risks.

• Represent the voice of the customer internally and advocate for their needs.

• Monitor and detect trends in adoption and utilization, offering recommendations based on risks and customer requirements.

• Provide proactive advice on Ping's features aligned with customer interests and business goals.

• Occasionally travel to customer locations and offer after-hours or weekend coverage as necessary.

• Contribute hands-on support as required.

⛳️ Requirements

• A minimum of 4 years of relevant experience in Customer Success / Experience.

• Background in consulting and implementation of IT systems, ideally in cloud services and/or identity management.

• A strong technical aptitude to understand customer use cases and architectural needs for Ping solutions.

• A naturally inquisitive and proactive mindset for identifying adoption barriers and risks.

• Experience with SFDC, Gainsight, or similar CRM systems.

• Solid technical knowledge of Cloud Solutions.

🏝️ Benefits

• Flexible, collaborative work environment

• Employee Resource Groups

• Regular company and team bonding events

• Competitive benefits and perks

• Global volunteering and community initiatives

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)