Senior Customer Success Manager

Ping Identity

Customer Success Manager driving adoption and renewal within customer portfolios at Ping Identity. Orchestrating resources across teams to ensure clients achieve their desired outcomes.

Posted 5/27/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Drive adoption, value realization, renewal, and expansion within a defined portfolio of customers.
Act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales.
Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners.
Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
Surface and qualify expansion opportunities (cross‑sell, up‑sell, use‑case expansion) and collaborate with Sales/Account Management to progress them.
Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion.
Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors.
Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally.
Identify and develop customer advocates for references, testimonials, case studies, and events.
Keep customer records accurate and up‑to‑date in CS tools and CRM (health scores, notes, success plans, risks, and actions).
Use standardized playbooks and processes for adoption, development, and renewal preparation.
Contribute to continuous improvement of CS processes, templates, and best practices.

Requirements

What you’ll need

Experience in Customer Success, Account Management, Consulting, or similar customer‑facing role in B2B SaaS / enterprise software.
Proven track record managing a portfolio of mid‑ to large‑enterprise customers and delivering against retention targets.
Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
Ability to engage confidently with technical and non‑technical stakeholders (from admins to Director/VP level).
Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
Excellent communication, presentation, and storytelling skills.
Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.
This role requires a German speaker

Benefits

Comp & perks

Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementConsultingB2B SaaSEnterprise SoftwareSubscription ModelsRecurring Revenue ModelsData AnalysisDashboardsHealth Scores

Soft Skills

CommunicationPresentationStorytellingOrganizationTime ManagementRelationship BuildingRisk ManagementProactive Problem SolvingCollaborationStakeholder Engagement