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About Ping Identity

Ping Identity is dedicated to enabling secure and seamless digital experiences, empowering users with digital freedom. Our intelligent cloud identity platform supports secure interactions across shopping, working, banking, and more, free from friction or fear. At the heart of our culture is the respect for individuality, encouraging employees to bring their authentic selves to work. Based in Denver, Colorado, we serve large enterprises globally, including over half of the Fortune 100, redefining cybersecurity, digital experiences, and identity access management.

Job Responsibilities

Serve as the primary contact for significant customer incidents, overseeing communication and expectation management through resolution.
Analyze customer data such as support tickets, feedback surveys, and renewal trends to detect technical risks and patterns.
Represent the customer's perspective internally to ensure their needs are prioritized.
Track and evaluate product adoption and usage trends, offering recommendations aligned with customer needs and risk factors.
Advise customers proactively on Ping’s features tailored to their business objectives and interests.
Take full ownership of customer onboarding, adoption, and advocacy within a portfolio.
Create and implement success plans outlining key stakeholders, milestones, metrics, and identifying potential risks.
Lead resolution of complex technical customer issues from start to finish, identifying opportunities for enhancement.
Work collaboratively with Product and Engineering teams to address customer requirements and projects.
Partner with customers to define desired business outcomes, ensuring maximized value realization across Ping’s platform.
Provide expert technical advice integrating multiple Ping solutions.
Discuss best practices for Identity and Access Management (IAM) in complex on-premise, hybrid cloud, and on-prem deployments.
Engage effectively with technical and business leaders at all organizational levels, including C-suite executives.
Occasionally travel to customer sites and offer after-hours or weekend support as required.
Maintain a hands-on approach in contributing to customer success efforts.

Qualifications

At least 10 years of experience in Customer Success or related fields.
Experience in IT systems consulting and implementation, ideally with cloud services and/or identity management solutions.
Strong technical aptitude to comprehend customer use cases and architectural needs for Ping products.
Demonstrated ability to drive problem resolution and advocate effectively for customers.
Experience serving enterprise-level clients.
Familiarity with software development processes and design methodologies.
Excellent communication and presentation abilities.
Skill in translating complex technical concepts into business-friendly language for diverse audiences.
Combination of technical expertise and leadership capabilities.
Proactive and inquisitive mindset to identify adoption barriers and risks.
Experience with CRM tools such as Salesforce (SFDC), Gainsight, or comparable systems.
Solid understanding of cloud technologies and solutions.

Compensation

Annual salary range from $120,000 to $135,000 plus variable pay components. The final compensation will factor in knowledge, skills, and abilities. This range aligns with the Colorado Equal Pay for Equal Work Act (SB 19-085).

Life and Benefits at Ping

Culture that empowers employees to perform at their best.
Employee Resource Groups fostering inclusivity and belonging.
Regular team and company-wide social events.
Competitive benefits package including:

Generous Paid Time Off (PTO) and holidays.
Parental leave policies.
Advanced healthcare options.
Retirement savings programs.
Educational reimbursement opportunities.
Commuter benefits available at select locations.

Commitment to diversity, inclusion, and equal opportunity employment, welcoming individuals of all backgrounds.

Customer Success Executive

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