Senior Customer Success Manager

6 hours, 26 minutes ago
Full-time
Senior
Customer and Technical Support
Ping Identity

Ping Identity

Ping Identity provides cloud-based identity management software that enables organizations to secure and streamline user access to applications and data, ensuring a seamless experience for employees, partners, and customers in a digital environment.

IT Services
1K-5K
Founded 2002

Description

  • Own customer health, retention, and risk management for a portfolio of customers in partnership with Sales and Renewals.
  • Build, maintain, and execute customer success plans with clear outcomes, milestones, owners, and timelines.
  • Proactively identify renewal and churn risk, create save plans, and track mitigation actions.
  • Surface and qualify expansion opportunities and partner with Sales or Account Management to advance them.
  • Translate customer objectives into measurable outcomes and track progress against them.
  • Review usage data, health scores, and telemetry to identify adoption gaps and prevent value erosion.
  • Run value-focused customer reviews, including success plan reviews and executive business reviews.
  • Build trusted relationships with customer contacts, project owners, and business sponsors.
  • Lead regular check-ins, workshops, and governance reviews tailored to customer needs and lifecycle stage.
  • Capture customer feedback, follow issues through resolution, and share learnings internally.
  • Identify and develop customer advocates for references, testimonials, case studies, and events.
  • Maintain accurate records in customer success tools and CRM, including health scores, notes, risks, and actions.
  • Partner cross-functionally with Sales, Support, Engineering, Product, CS Architecture/Onboarding, and Professional Services.
  • Contribute to continuous improvement of customer success processes, templates, and best practices.

Requirements

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

Benefits

  • Flexible, collaborative work environment.
  • Competitive benefits and perks.
  • Generous PTO and holiday schedule.
  • Parental leave.
  • Progressive healthcare options.
  • Retirement programs.
  • Education reimbursement opportunity.
  • Commuter offset for specific locations.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Partner Success Manager | Remote | LATAM Only | 85155

Remote Talent Latam 51-250 Professional Services

Remote Talent LATAM is seeking a Partner Success Specialist for its U.S.-based digital growth agency client, where the role will manage client onboarding, technical setup, and ongoing success across marketing projects.

Digital Marketing Google Ads Google Analytics WordPress
6 hours, 41 minutes ago

Customer Success - Australia Clients - Remote

Sleek 251-1K Professional Services

Sleek is hiring a Philippines-based Customer Success/Renewals professional to manage Australian client renewals, drive cash collection and revenue expansion, and deliver a seamless customer experience across the renewal lifecycle.

CRM
7 hours, 26 minutes ago

Account Executive Support - Rider's Advantage

APCO Holdings 251-1K Insurance

Rider’s Advantage is hiring a remote Account Executive Support to coordinate dealership onboarding, customer communications, and operational support for its powersports F&I and dealership partner network.

7 hours, 26 minutes ago

Customer Success Manager

Pavago IT Services

Customer Success Manager / Account Manager for a remote client-facing role focused on managing account relationships, driving product adoption, retaining renewals, and growing revenue across a portfolio of active customers.

CRM HubSpot Salesforce
7 hours, 26 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers