Customer Success Executive

About the Company

Ping Identity builds secure, frictionless digital experiences that help people shop, work, bank, and connect from anywhere without compromise. Its cloud identity platform supports major enterprises around the world, including more than half of the Fortune 100, and the company focuses on identity, access management, and cybersecurity at both a product and culture level.

The organization is headquartered in Denver, Colorado, with teams and offices across the globe. It promotes an inclusive environment centered on respecting individuality and supporting people to bring their authentic selves to work.

Role Overview

The Customer Success Executive is a senior technical customer-facing role responsible for guiding enterprise customers through onboarding, adoption, value realization, and long-term advocacy across the Ping platform. The role combines deep technical understanding with business communication, customer advocacy, and cross-functional collaboration.

Key Responsibilities

• Serve as the main contact for major customer incidents, managing communication and expectations through to resolution.
• Review support activity, survey feedback, and renewal patterns to spot technical risks and usage trends.
• Represent customer needs internally and ensure their voice is heard across the organization.
• Track adoption and usage patterns and recommend actions based on risk signals and customer goals.
• Offer proactive advice on Ping capabilities aligned with customer objectives and interests.
• Own customer onboarding, adoption, and advocacy across a portfolio of accounts.
• Create and run success plans that define stakeholders, milestones, metrics, and risks for strategic customers.
• Lead complex technical issues from initial discovery through resolution, including identification of new solution opportunities.
• Work closely with Product, Engineering, and other teams to resolve customer needs and project requirements.
• Help customers realize business value by defining outcomes and maximizing the impact of the Ping platform.
• Apply knowledge of multiple Ping solutions to provide advanced technical guidance.
• Discuss identity and access management best practices in complex on-premise, hybrid cloud, and mixed infrastructure environments.
• Engage effectively with technical and business leaders on the customer side, including executive-level stakeholders.
• Communicate clearly and influence decisions across all levels of the organization, including C-level contacts.
• Travel to customer locations when needed and provide occasional after-hours or weekend support.
• Contribute in a hands-on way as needed to move customer outcomes forward.

Requirements

• At least 10 years of relevant experience in customer success or a related customer experience role.
• Background in consulting and implementation of IT systems, ideally cloud services or identity management solutions.
• Strong technical aptitude with the ability to understand customer use cases and architectural requirements for Ping products.
• Proven ability to drive issues through to closure while advocating for the customer.
• Experience supporting enterprise customers.
• Understanding of the software development lifecycle and design methodologies.
• Excellent presentation and communication skills.
• Ability to translate technical concepts into business language and explain complex ideas clearly to customers.
• Balanced technical and leadership capability.
• Curious, proactive mindset for identifying adoption blockers and customer risks.
• Experience using SFDC, Gainsight, or a similar CRM platform.
• Strong understanding of cloud-based solutions.

Compensation

The expected salary range for this position in Colorado is USD 131,000 to 142,000 per year, plus variable pay. Final pay will depend on factors such as skills, knowledge, and experience.

Work Environment and Culture

Ping Identity offers a flexible and collaborative workplace with a fast-moving, startup-style culture. The company also emphasizes employee belonging, team connection, and community involvement.

Benefits

• Generous paid time off and holiday schedule
• Parental leave
• Progressive healthcare options
• Retirement programs
• Education reimbursement support
• Commuter offset in specific locations
• Competitive benefits and perks
• Regular company and team bonding events
• Employee resource groups
• Global volunteering and community initiatives

Equal Opportunity Statement

Ping Identity is committed to equal employment opportunity and affirmative action. All qualified candidates are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.