[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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