At a glance
- Workplace
- Remote
- Location
- Remote · GBR - Remote - London
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 Manager of Customer Success leads a team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across a defined customer portfolio. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally (Sales, Renewals, Support, Product, 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.
About the role
- The Manager of Customer Success leads a team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across a defined customer portfolio.
- This leader sets clear expectations, builds scalable processes, and partners cross-functionally to deliver predictable customer outcomes and protect recurring revenue (ARR).
Responsibilities
- Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals.
- Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
- Oversee delivery of the annual department KPIs targets for the assigned regions under management.
- Proactively identify at-risk customers, ensure CSMs build and deliver save plans, and drive cross-functional mitigation actions.
- Use data to prioritize focus and interventions across the portfolio.
- Recruit, onboard, and develop a high-performing Customer Success team aligned to company values.
- Set clear goals and expectations, and run a consistent rhythm of 1:1s, coaching, and performance reviews.
- Implement and continuously improve standard processes and playbooks for adoption, value realization and churn mitigation.
- Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities.
- Act as the primary Customer Success point of contact for Sales, Renewals, Support, Product, and Services in your region or segment.
Requirements
- Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS / enterprise software.
- Experience leading and mentoring teams.
- Experience running a four quarter rolling churn forecast and delivering weekly exec level updates for an enterprise level book of business.
- Ability to be flexible and professionally manage change within your role and lead a team to deliver against business objectives within an evolving landscape.
- Strong organizational and prioritization skills with the ability to deliver under pressure and at pace while presenting a calm and structured approach to both direct reports and cross functional leaders.
- Proven ability to proactively own your book of business, taking the lead on interpreting data and convert insights into actions to deliver a successful strategy for your business that aligns to the wider corporate objectives.
- Ability to work and lead company programs cross-functionally with Sales, Support, Product, and Professional Services.
- Demonstrated experience driving customer adoption and value realization with complex, multi-stakeholder accounts.
- Comfortable working with executive stakeholders and leading structured, outcome-driven meetings.
- Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
Preferred qualifications
- Experience in Identity & Access Management (IAM), cyber security, or adjacent enterprise SaaS domain.
- Hands-on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce).
- Experience managing distributed / remote teams across regions.
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Workplace
- UK - Remote
- GBR - Remote - London
Skills
- Gainsight
- Totango
- ChurnZero
- Salesforce
