Manager, Customer Success

About the company: 

At the company, 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 the company, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

Manager, Customer Success (Strategic East)

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.

Key Responsibilities

1. Customer Outcomes & Revenue

• 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.

2. Team Leadership & People Management

• Recruit, onboard, and develop a high‑performing Customer Success team aligned to the company 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.

3. Operational Excellence & Strategic Alignment

• 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.

4. Cross‑Functional Collaboration

• 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 

Required Experience & Skills

• 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.

Preferred Qualifications

• Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS domains.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight) and Salesforce CRM.
• Track record of building or improving CS playbooks or programs at scale.

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.

Salary Range: $92,000 - $123,000 + variable pay 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits: 

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

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

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.