[Remote] Senior Strategic Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Ping Identity is hiring a Senior Strategic Customer Success Manager to serve as a named partner and technical resource for customer organizations. The role focuses on customer relationships, incident communications, adoption and risk monitoring, and proactive guidance on Ping features.

Responsibilities

• Act 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
• Act 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
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed
• Willingness to be a hands-on contributor

Skills

• A minimum of 4 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
• 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

Benefits

• Flexible, collaborative work environment
• Employee Resource Groups that create a sense of belonging for everyone
• Regular company and team bonding events
• Global volunteering and community initiatives
• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Company Overview

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