Customer Success Manager, Enterprise
Triple Whale
Senior Customer Success Manager
Content Conspiracy
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $104,250 - $130,113 per year
Job Level
Senior
Tech Stack
CloudSFDC
About the role
- Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
- Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Acting as the voice of the customer internally to advocate for their needs.
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
- Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
- Owning the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
- Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
- Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
- Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
- Holding meaningful technical conversations about Identity and Access Management (IAM), Ping Solutions, and successful enablement.
- Acting as an advisor for the adoption of new features from Ping's release schedules, identifying potential challenges and risks.
- Cultivating and maintaining relationships with technical and business stakeholders.
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
- Willingness to be a hands-on contributor.
Requirements
- A minimum of 6 years of related experience in Customer Success / Experience.
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- Proven track record of driving issues to resolution and advocating on behalf of a customer.
- Experience working with enterprise-level customers.
- Knowledge of the software development process and design methodologies.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions.
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Identity and Access Management (IAM)cloud service implementationtechnical analysiscustomer data analysissoftware development processdesign methodologiestechnical stakeholder managementadoption blockers identificationrisk assessmentsuccess plan development
Soft skills
customer advocacycommunicationcollaborationproblem-solvingrelationship managementproactive approachcuriosityleadershipexpectation managementhands-on contribution
