Customer Success Manager

• 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 to ensure they operate with urgency and drive measurable results. Oversight & management of the outsourced teams.
• Implementing a comprehensive digital strategy for the customer journey, from a digital onboarding experience to proactive engagement based on customer segmentation and risk profiles.
• Design, build and roll out of various plays required to drive success & renewal (including support of out 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 the measurement of success across each milestone.
• 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 across the organization and maintaining robust cross-functional partnerships to ensure alignment on customer needs.
• Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, while continuously testing and improving 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.

Senior Director, Scaled Customer Success

Director of Customer Success – Luxury & Beauty Brands

Senior Manager, Customer Engagement – Distribution Experience Needed

Customer Success Leader – Americas

Utilities Customer Success Manager

Customer Success Manager