Ping Identity

Technical Writer

• Contribute to the creation and maintenance of documentation for Identity for AI scenarios and PingAM/AIC journeys and nodes (what they do, how to configure them, when to use them, and how they behave in real flows).
• Write a mix of content types: concepts, configuration guides, end-to-end tutorials, troubleshooting topics, and reference content that connects APIs, nodes, and policies.
• Develop and test practical examples—sample flows, configuration snippets, diagrams—that show how to combine nodes, policies, APIs, and SDKs to solve real customer problems.
• Translate advanced identity topics—OAuth/OIDC, token exchange, journey orchestration, risk evaluation, modern auth patterns, and AI-agent architectures—into approachable content for architects and experienced developers.
• Work directly in the products and flows (PingAM, AIC journeys, Identity for AI examples) to validate behavior and ensure docs reflect reality, not just specs.
• Proactively identify confusing areas in the UX, call out risks or edge cases, and document recommended patterns rather than just options.
• Partner with Product Management, Engineering, and Architecture to understand roadmaps, refine feature designs, and surface doc requirements early.
• Participate in planning, backlog triage, and sprint activities to stay ahead of upcoming changes that affect journeys, nodes, and AI-related use cases.
• Work with other writers and editors to align on style, terminology, and reusable patterns for journey/node documentation and AI-focused content.
• Author content in our AsciiDoc/Antora, Git/GitHub-based toolchain, using branches, pull requests, and reviews to publish changes.
• Help keep builds clean by catching broken links, structural issues, and formatting problems before they reach production.
• Share tips, scripts, or small automation ideas that improve the consistency and efficiency of our documentation pipeline.

Senior Technical Writer

Customer Success Manager

• 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.

Sales

• Creates, implements, measures and reviews a strategic or operational plan that drives achievement of business goals aligned to overall Ping strategy
• Uses mechanisms such as territory planning, account plans, opportunity inspection, pipeline management, account reviews, forecast calls, etc.
• Advises and coaches the sales team around how to position and articulate Ping Identity’s value proposition at Enterprise customers, thus increasing the average deal size
• Identifies and pursues opportunities to expand business activities within areas of responsibility
• Leverages GSIs & other partners to help source, develop and progress business
• Plans and controls the expense associated with the area of responsibility even if not responsible for overall cost center
• Establishes working relationships with external parties which supports the achievement of business goals
• Is conversant with Ping Identity’s systems and procedures and ensures effective use of and conformance to standard business practices and tools (i.e. SFDC – SalesForce.com)
• Communicates Ping Identity’s vision and aligns team and personal goals to achieve business results
• Provides direction and guidance, mentoring and development of the field team
• Lives teamwork and promotes cross-functional collaboration
• Recruits, builds and develops the team to deliver business results; Identifies, develops and promotes high potential employees
• Recommends and/or approves people-related decisions – hiring, promotions, merit increases, rewards & recognition, training initiatives, etc.
• Drives performance review and development planning process with annual and quarterly review meetings
• Has established multi-vertical C level contacts in large Enterprise customers
• Has an established partner/SI network and is used to working with partners on projects
• Builds relationships with customers (internal or external) as necessary providing customer escalation management as necessary for problem resolution
• Provides support for customer relationship management as necessary and drives initiatives which result in improvement in customer satisfaction
• Drives initiatives which result in improvement in customer satisfaction

Director, Sales – Nordics

• 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.

Senior Technical Writer

Customer Success Manager

Director, Sales – Nordics

Senior Customer Success Manager