Customer Success Manager

Headquarters: UK - Remote About Ping Identity: 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. 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. Key Responsibilities 1. Customer Outcomes & Revenue • 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. 2. Adoption & Value Realisation • 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. 3. Customer Engagement & Advocacy • 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. 4. Operational Excellence & Tooling • 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. 5. Cross‑Functional Collaboration • 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