Manager of Customer Success, Ping Identity

• 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

Desirable

• The Manager of Customer Success (Strategic East) reports to the VP, Customer Success - Americas and leads a high-impact team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across our most strategic enterprise accounts in the Eastern region
• This leader sets clear expectations, builds scalable processes, and partners cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR)
• You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs tailored for our strategic customer segment
• 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
• Key Performance Indicators (KPIs)
• The Manager of Customer Success will be measured on a combination of:
• Renewal Rate for team portfolio
• Churn ($ and %) against plan, with clear visibility of at‑risk ARR and mitigation status
• Expansion contributed or influenced by the team
• Coverage metrics: C-Suite Relationships, Success Plan Reviews, EBRs, Roadmap/Vision Sessions, Value Unlock Sessions, health score coverage and updates
• Team health and performance: retention, engagement, hiring quality, promotion readiness, and performance distribution