Senior Customer Success Manager, ForgeRock
$104.3-130.1k
More information about location
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
$104.3-130.1k
More information about location
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- A minimum of 6 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
- Proven track record of driving issues to resolution and advocating on behalf of a
- Customer
- Experience working with enterprise-level customers
- Knowledge of the software development process and design methodologies
- 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
What the job involves
- As a Senior CSM, you will serve as a trusted advisor, owning a portfolio of customers and driving their adoption and success. You will focus on developing and executing strategic plans to ensure customer value realization. Your responsibilities will include:
- Acting 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
- Acting 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
- Owning the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers
- Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers
- Leading technically complex customer issues from start to finish and identifying opportunities for new solutions
- Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects
- Holding meaningful technical conversations about Identity and Access Management (IAM), Ping Solutions, and successful enablement
- Acting as an advisor for the adoption of new features from Ping's release schedules, identifying potential challenges and risks
- Cultivating and maintaining relationships with technical and business stakeholders
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed
- Willingness to be a hands-on contributor
Our take
PingIdentity is a platform, delivered through both cloud services and on-premises software, that is used to provide a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
The digital identity market is worth approximately $30 billion today but growing at upwards of 18.5% and potentially as big as $100 billion by 2024, according to the latest forecasts. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock went some way to consolidating a firm rooting in the industry for both companies.
The now combined, PingIdentity and Forgerock have successfully attracted considerable funding and serve hundreds of brands, including Morningstar, Vodafone, and GEICO as well as governments like Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
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