Ping Identity
Senior Director, Scaled Customer Success
Ping Identity, Denver, Colorado, United States, 80285
Senior Director, Scaled Customer Success
Join to apply for the
Senior Director, Scaled Customer Success
role at
Ping Identity .
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. It is not just something we provide our customers; it inspires our company. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. 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 serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. We are headquartered in Denver, Colorado and have offices and employees around the globe. We are changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
The Scaled Customer Success Leader will report to the SVP, Customer Success & Renewals and ensure the long-term profitability and sustainability of Ping's customers by leading initiatives that drive success at each step of the customer journey. The leader will enable customer value-realization at scale by delivering the customers' desired outcomes across both digital and scaled resourcing models, so Ping may drive expansion and realize the full value of the partnership.
Key Responsibilities
Defining and driving the strategic vision for the scaled customer success program, ensuring alignment with overall business goals and a focus on customers under $250K in revenue.
Designing and executing a world-class scaled success model, leveraging digital and automated strategies, including a pooled team of contractors.
Leading, building, and developing a high-impact team of contractors executing “CSM lite” motions focusing on recruitment, onboarding, and continuous development; oversight and management of outsourced teams.
Implementing a comprehensive digital strategy for the customer journey, from digital onboarding to proactive engagement based on customer segmentation and risk profiles.
Design, build, and rollout of plays required to drive success & renewal (including support of out-of-quarter risk forecasting) in the scaled space.
Partnership with key stakeholder groups across Ping, including Training, User Documentation and Community to ensure cohesive scaled customer experience strategy across required functions.
Design, build, and deliver a comprehensive scaled success strategy inclusive of scaled resource engagement, guided digital journey, and measurement of success across milestones.
Establishing and analyzing key performance indicators (OKRs, KPIs) and other metrics to effectively measure the success of the scaled customer base including renewals, health scores, and growth.
Driving business value by enabling customers to achieve desired outcomes and maximizing value realization across the platform, contributing to increased revenue and retention.
Fostering a customer-first culture and maintaining robust cross-functional partnerships to align with customer needs.
Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, with continuous testing and improvement of tactics.
Acting as a key advisor for product adoption and identifying potential risks by staying informed about Ping's release schedules.
Managing team operations, including cross-functional team management, compensation, and team structure decisions.
Qualifications
A minimum of 10 years of experience in Customer Success, Onboarding, or Professional Services, with at least 5 years in a leadership capacity at a high-growth SaaS organization.
Proven expertise in managing and scaling customer success programs with a focus on digital and automated engagement models.
Experience in recruiting, developing, and leading a high-impact team of pooled success managers or contracted resources.
Strong persuasion, argumentation, and diplomacy skills to manage and build consensus across the department and stakeholders.
High emotional intelligence to influence positive outcomes for customers, partners, and team members.
Deep understanding of software businesses, with knowledge of subscription and renewal models.
Expert communication skills to hold C-level conversations that drive business and move the relationship forward.
Business development knowledge and, ideally, experience growing a business.
Analytical and goal-oriented with strong people and project management capabilities.
Ability to create strategies, guidelines, and objectives and implement them to drive growth with data-driven reporting.
Experience in consulting and implementation of IT systems, preferably cloud services and/or identity management.
Strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions, and the ability to translate technical concepts into business terms.
A proactive approach to uncover adoption blockers and risks.
Experience with Salesforce, Gainsight, or equivalent CRM systems.
Solid technical understanding of Cloud Solutions.
Compensation and Location USA: $177,288 to $221,610 plus Bonus. In Colorado, compensation ranges are listed in accordance with the state’s Equal Pay for Equal Work Act. Final compensation will be determined by knowledge, skills, and abilities.
Life at Ping We believe in a flexible, collaborative work environment. We’re growing quickly, but stay true to startup values. We hire talented, smart, fun, and genuinely nice people who succeed together.
A company culture that empowers you to do your best work.
Employee resource groups that foster belonging.
Regular company and team bonding events.
Competitive benefits and perks.
Global volunteering and community initiatives.
Benefits
Generous PTO & Holiday Schedule
Parental Leave
Progressive healthcare options
Retirement programs
Education reimbursement
Commuter offset (specific locations)
Equal Opportunity Ping Identity is 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.
Referrals increase your chances of interviewing at Ping Identity.
#J-18808-Ljbffr
Senior Director, Scaled Customer Success
role at
Ping Identity .
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. It is not just something we provide our customers; it inspires our company. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. 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 serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. We are headquartered in Denver, Colorado and have offices and employees around the globe. We are changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
The Scaled Customer Success Leader will report to the SVP, Customer Success & Renewals and ensure the long-term profitability and sustainability of Ping's customers by leading initiatives that drive success at each step of the customer journey. The leader will enable customer value-realization at scale by delivering the customers' desired outcomes across both digital and scaled resourcing models, so Ping may drive expansion and realize the full value of the partnership.
Key Responsibilities
Defining and driving the strategic vision for the scaled customer success program, ensuring alignment with overall business goals and a focus on customers under $250K in revenue.
Designing and executing a world-class scaled success model, leveraging digital and automated strategies, including a pooled team of contractors.
Leading, building, and developing a high-impact team of contractors executing “CSM lite” motions focusing on recruitment, onboarding, and continuous development; oversight and management of outsourced teams.
Implementing a comprehensive digital strategy for the customer journey, from digital onboarding to proactive engagement based on customer segmentation and risk profiles.
Design, build, and rollout of plays required to drive success & renewal (including support of out-of-quarter risk forecasting) in the scaled space.
Partnership with key stakeholder groups across Ping, including Training, User Documentation and Community to ensure cohesive scaled customer experience strategy across required functions.
Design, build, and deliver a comprehensive scaled success strategy inclusive of scaled resource engagement, guided digital journey, and measurement of success across milestones.
Establishing and analyzing key performance indicators (OKRs, KPIs) and other metrics to effectively measure the success of the scaled customer base including renewals, health scores, and growth.
Driving business value by enabling customers to achieve desired outcomes and maximizing value realization across the platform, contributing to increased revenue and retention.
Fostering a customer-first culture and maintaining robust cross-functional partnerships to align with customer needs.
Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, with continuous testing and improvement of tactics.
Acting as a key advisor for product adoption and identifying potential risks by staying informed about Ping's release schedules.
Managing team operations, including cross-functional team management, compensation, and team structure decisions.
Qualifications
A minimum of 10 years of experience in Customer Success, Onboarding, or Professional Services, with at least 5 years in a leadership capacity at a high-growth SaaS organization.
Proven expertise in managing and scaling customer success programs with a focus on digital and automated engagement models.
Experience in recruiting, developing, and leading a high-impact team of pooled success managers or contracted resources.
Strong persuasion, argumentation, and diplomacy skills to manage and build consensus across the department and stakeholders.
High emotional intelligence to influence positive outcomes for customers, partners, and team members.
Deep understanding of software businesses, with knowledge of subscription and renewal models.
Expert communication skills to hold C-level conversations that drive business and move the relationship forward.
Business development knowledge and, ideally, experience growing a business.
Analytical and goal-oriented with strong people and project management capabilities.
Ability to create strategies, guidelines, and objectives and implement them to drive growth with data-driven reporting.
Experience in consulting and implementation of IT systems, preferably cloud services and/or identity management.
Strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions, and the ability to translate technical concepts into business terms.
A proactive approach to uncover adoption blockers and risks.
Experience with Salesforce, Gainsight, or equivalent CRM systems.
Solid technical understanding of Cloud Solutions.
Compensation and Location USA: $177,288 to $221,610 plus Bonus. In Colorado, compensation ranges are listed in accordance with the state’s Equal Pay for Equal Work Act. Final compensation will be determined by knowledge, skills, and abilities.
Life at Ping We believe in a flexible, collaborative work environment. We’re growing quickly, but stay true to startup values. We hire talented, smart, fun, and genuinely nice people who succeed together.
A company culture that empowers you to do your best work.
Employee resource groups that foster belonging.
Regular company and team bonding events.
Competitive benefits and perks.
Global volunteering and community initiatives.
Benefits
Generous PTO & Holiday Schedule
Parental Leave
Progressive healthcare options
Retirement programs
Education reimbursement
Commuter offset (specific locations)
Equal Opportunity Ping Identity is 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.
Referrals increase your chances of interviewing at Ping Identity.
#J-18808-Ljbffr