Customer Success Outcome Manager

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About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

You will:

• Actively engage customers through check-ins, structured business reviews, and feedback sessions to understand adoption and sentiment.
• Use open-ended questioning and deep listening to help uncover potential issues before they escalate.
• Analyze support cases, survey responses, customer interactions, and renewal behaviors to identify trends and risks.
• Recognize patterns in qualitative data i.e. customer feedback, and create structured reporting for internal teams (e.g., common feature gaps, adoption barriers).
• Position IAM solutions not just as a tool but as a business enabler that ensures security, compliance, and workforce productivity.
• Align IAM features (e.g., adaptive authentication, identity governance, and zero trust principles) with customer security strategies to drive upsell and cross-sell opportunities (e.g., adding privileged access management for high-risk users).
• Use industry best practices to help position Ping products as a solution to business problems rather than just a tool.
• Understanding your customer's business objectives, workflows, and success metrics and align to product value.
• Manage ongoing customer needs effectively to promote high customer retention and loyalty
• Engage with multiple customer stakeholders to identify, define, track and measure the overall impact of Ping solutions to the organization. This includes partnering with the Sales teams to deliver Executive Business Reviews to the customer.
• Build deep, trust-based relationships with customers, allowing for honest conversations about risks, value realization, and growth opportunities.
• Advocate customer needs/issues cross-departmentally
• Develop, prepare, and nurture customers for advocacy.
• Develop and deliver "success plans" to key customers identifying stakeholders, milestones, metrics, and risks.
• Demonstrate advanced insights and understanding of customers' business/industry.
• Occasionally travel to customer sites or events.

You have/are:

• You have 3-5 years of customer facing experience in a Customer Success, Sales, Account Management or Project Management role in software or a similar industry
• Navigate easily in traditional complex Enterprise environments
• Experience with SFDC, Gainsight, or equivalent CRM systems
• Experience delivering and driving software adoption best practices
• Proven ability to collaborate and build strong relationships with executives internally and externally
• High technical aptitude to learn basics of customer use cases and architectural requirements for Ping solutions
• Naturally curious and proactive in asking the right questions to uncover adoption blockers and risks.
• A problem-solver that drives creative solutions to customer challenges, even without direct data.
• Ability to influence internal teams (Product, Engineering, Sales) to act on qualitative feedback and customer insights.

You have an advantage if:

• Familiarity with Identity Management, Access Management or Federation
• Familiarity with Ping Identity solutions
• General knowledge of enterprise IT practices
• Knowledge of how IAM integrates with security tools like SIEMs (Splunk, Microsoft Sentinel), endpoint security (CrowdStrike, SentinelOne).
• Ability to discuss IAM best practices within on-prem, hybrid cloud environments and on-premise infrastructures where IAM deployment complexity is high.
• Bachelor's Degree in computing, Business, Marketing, or equivalent experience

Salary Range: $78,000 - $94,000 + variable pay

In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits:

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

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.