Customer Success Manager

Ping Identity

Manager of Customer Success at Ping Identity overseeing customer engagement and team leadership. Responsible for driving adoption, revenue growth, and customer satisfaction to enhance digital experiences.

Posted 5/31/2026full-timeRemote • 🇬🇧 United KingdomSeniorLeadWebsite

About the role

Key responsibilities & impact

Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals.
Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
Oversee delivery of the annual department KPIs targets for the assigned regions under management.
Proactively identify at-risk customers, ensure CSMs build and deliver save plans, and drive cross-functional mitigation actions.
Use data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio.
Recruit, onboard, and develop a high-performing Customer Success team aligned to company values.
Set clear goals and expectations (KPIs, behaviours), and run a consistent rhythm of 1:1s, coaching, and performance reviews.
Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
Model and reinforce a culture that is customer-obsessed, data-driven, collaborative, and accountable.
Drive effective use of Customer Success tooling (e.g., Gainsight/CS platform, CRM, support systems) for accurate data and workflows.

Requirements

What you’ll need

10+ years in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS / enterprise software.
2+ years leading or mentoring CSMs or similar roles (formal line management preferred).
Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
Demonstrated experience driving customer adoption and value realization with complex, multi-stakeholder accounts.
Comfortable working with executive stakeholders (Director, VP, C-level) and leading structured, outcome-driven meetings.
Proven ability to interpret data (health scores, usage, pipeline, churn trends) and convert insights into actions.
Excellent communication and storytelling skills (written, verbal, and presentation).
Strong organizational and prioritization skills, with the ability to manage multiple workstreams under time pressure.
Experience working cross-functionally with Sales, Support, Product, and Professional Services.

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 SaaSsubscription business modelsARR business modelsdata interpretationcustomer adoptionvalue realizationperformance reviews

Soft Skills

communication skillsstorytelling skillsorganizational skillsprioritization skillsleadershipmentoringcollaborationcoachingtime managementcustomer-obsessed mindset