Senior Customer Success Outcome Manager

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. 

As a Customer Success Outcome Manager, you'll be instrumental in ensuring Ping Identity's clients achieve their desired outcomes and have an exceptional experience. You'll act as a trusted advisor, building strong relationships and advocating for their success throughout their journey.

Responsibilities

• Outcome Management & Advocacy:

  • Understand customer business objectives and success metrics to define "what success looks like."

  • Develop in-depth knowledge of customer environments (partner, organizational, technical) to maximize value from IAM initiatives and mitigate risks.

  • Create and drive cross-functional Success Plans in collaboration with customers.

  • Act as a customer advocate, coordinating internal resources to resolve challenges, drive innovation, and manage risks.

  • Identify and deliver opportunities to improve customer results and experience, including best practices and value from product/service offerings.

  • Capture and share "Voice of Customer" insights to inform continuous improvement.

• Relationship & Service Management:

  • Cultivate lasting relationships with customers and partners.

  • Establish effective communication and trust with customer management, project teams, and technology partners.

  • Deliver proactive, value-add touchpoints focused on customer outcomes.

  • Collaborate with deployment project managers (cloud deployment managers, engagement managers).

  • Manage service maintenance contract relationships, ensuring compliance.

  • Lead escalation calls and processes, providing updates to Ping Identity management and account teams.

  • Partner with Major Account Executives and Renewals Managers to inform expansion and renewal strategies.

• Platform & Process Adherence:

  • Maintain and provide feedback on internal platforms like Salesforce CRM and Gainsight.

  • Adhere to cross-functional platform and process requirements.

Minimum Qualifications:

• 7+ years of experience in a Customer Success or Account Management role within Software or SaaS.

• Proven experience in customer mediation and service management.

• A strong "customer-first" mindset, with the ability to advocate for customer needs.

Preferred Qualifications:

• Deep understanding of Identity and Access Management (IAM) concepts.

• Experience in developing and executing customer success plans.

• Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).

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.