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About the Role

The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post-sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

Responsibilities

Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners.
Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
Surface and qualify expansion opportunities (cross-sell, up-sell, use-case expansion) and collaborate with Sales/Account Management to progress them.
Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion.
Deliver value-focused reviews (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.
Build and maintain strong, trust-based relationships with day-to-day contacts, project owners, and business sponsors.
Run a structured cadence of check-ins, workshops, and governance reviews, tailored to customer segment and lifecycle stage.
Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally.
Identify and develop customer advocates for references, testimonials, case studies, and events.
Keep customer records accurate and up-to-date in CS tools and CRM (health scores, notes, success plans, risks, and actions).
Use standardized playbooks and processes for adoption, development, and renewal preparation.
Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
Contribute to continuous improvement of CS processes, templates, and best practices.
Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
Work with Support and Engineering to manage escalations, communicate status to customers, and prevent repeat issues.
Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement.
Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Requirements

Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS / enterprise software.
Proven track record managing a portfolio of mid- to large-enterprise customers and delivering against retention targets.
Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
Ability to engage confidently with technical and non-technical stakeholders (from admins to Director/VP level).
Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
Excellent communication, presentation, and storytelling skills.
Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.
Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS.
Hands-on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce).
Experience running QBRs/EBRs and building structured success plans.
Exposure to working with distributed / global teams.

Skills

Customer Success
Account Management
Consulting
B2B SaaS
Enterprise Software
Subscription Revenue Models
Data Analysis
Communication
Presentation
Storytelling
Organization
Time Management
Identity & Access Management (IAM)
Security
Customer Success Platforms
CRM
Salesforce
QBRs/EBRs
Success Plans

Location

Denver, Colorado
Global

Work Type

Flexible
Collaborative

Experience Level

Mid-level
Enterprise

Benefits

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

About the Company

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.