Customer Success Manager

Role Overview

• Own renewal, churn, and expansion outcomes for the Strategic East portfolio, in close partnership with Sales and Renewals leadership.
• Ensure CSMs build and maintain strategic success plans for priority accounts, focusing on clear business outcomes, ROI, and executive alignment.
• Guide & align CSMs on customer portfolio prioritization, engagement strategy & planning, and strategic executive engagement coordination.
• Oversee delivery of annual department KPI targets for the Strategic East region.
• Proactively identify at‐risk customers, ensure CSMs deliver effective save plans, and drive cross‐functional mitigation actions.
• Utilize data (segmentation, health scores, product usage, NPS/CSAT) to prioritize focus and interventions across the strategic portfolio.
• Recruit, onboard, and develop a high‐performing Customer Success team aligned to Ping Identity’s core values.
• Set clear goals and expectations (KPIs, behaviors), and maintain a consistent rhythm of 1:1s, coaching, and performance reviews.
• Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
• Model and reinforce a culture that is customer‐obsessed, data‐driven, collaborative, and accountable.
• Implement and continuously improve standard processes and playbooks for adoption and value realization within the strategic segment.
• Drive effective use of Customer Success tooling (e.g., Gainsight, CRM) for accurate data and workflows & ensure disciplined data hygiene & system updates to enable a clear windshield and rear view mirror on the business.
• Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities in the East.
• Act as the primary CS point of contact for Sales leadership in the Eastern region, ensuring alignment on account strategies and executive engagement.
• Collaborate with Product and Engineering to advocate for strategic customer needs and influence the roadmap.
• Partner with Marketing on customer engagement events, advocacy, and developing customer success stories from your team’s accounts.
• Represent Customer Success in major escalations and incident reviews, ensuring clear communication and follow‐through, in partnership with Escalation Management, Support and Professional Services teams as needed.

Requirements

• 10+ years in Customer Success, Account Management, or related customer‐facing roles in B2B SaaS / enterprise software.
• 2+ years of experience leading or mentoring CSMs or similar roles (formal line management preferred).
• Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
• Demonstrated experience driving customer adoption and value realization with complex, multi‐stakeholder enterprise accounts.
• Comfortable working with executive stakeholders (C‐level, VP) and leading outcome‐driven meetings.
• Proven ability to interpret data (health scores, usage trends) and convert insights into actions.
• Excellent communication and storytelling skills.

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)