Senior Customer Success Manager

Remote from: UK
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 28 May 2026
Apply before: 28 Jun 2026
Experience level: Senior
Views / Applies: 17 / 3

Secure Identity Defined.

Computer & Network Security
2002

AI Summary

Ping Identity seeks a German-speaking Senior Customer Success Manager to drive adoption, retention, and expansion within a portfolio of enterprise customers. The role involves owning customer health, proactively managing risks, and surfacing expansion opportunities. The CSM will deliver value-focused reviews, build trust-based relationships, and collaborate cross-functionally with Sales, Support, and Product teams. This position requires fluency in German and a strong background in customer success within the identity and access management or cybersecurity industry.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing complex enterprise accounts, proactive risk management, and cross-functional coordination, which demands advanced skills and experience. The need for German fluency adds an additional layer of difficulty.

Salary Analysis

AI Insight The salary is not specified in the job listing. Based on US market data for Senior Customer Success Managers in the cybersecurity industry, the median salary is approximately $120,000 per year. The typical range is $90,000 to $160,000 depending on location, experience, and company size.

Key Skills

Customer Success Management German Language Account Management SaaS Cybersecurity Identity and Access Management Cross-functional Collaboration Data Analysis Risk Management Enterprise Software

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Senior Customer Success Manager position at Ping Identity. With over 5 years of experience driving customer adoption and retention in the cybersecurity space, I am confident in my ability to help your enterprise customers achieve their desired outcomes. I am fluent in German and have a proven track record of building trust-based relationships and managing complex accounts.

In my previous role, I successfully reduced churn by 20% through proactive risk management and value realization reviews. I thrive in fast-paced environments and am skilled at collaborating cross-functionally to align resources and drive expansion opportunities. I am excited about the opportunity to contribute to Ping Identity's mission of delivering digital freedom.

Thank you for considering my application. I look forward to discussing how my experience aligns with your needs.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe a time when you turned around a struggling customer relationship? What steps did you take?

In my previous role, I had a customer who was at high risk of churn due to poor adoption. I scheduled a discovery call to understand their pain points, then created a tailored success plan with clear milestones. I coordinated with support to resolve technical issues and with the product team to address feature gaps. Over three months, I conducted weekly check-ins, and we saw a 40% increase in usage, leading to a successful renewal and expansion.

How do you prioritize your portfolio of accounts?

I use a tiered approach based on health scores, revenue, and growth potential. High-risk or high-value accounts get more frequent touchpoints. I segment accounts into strategic, growth, and stable, and allocate time accordingly. I also use data from our CS tools to identify accounts with declining usage or low engagement, and proactively reach out.

Describe your experience with cross-functional collaboration, especially with sales and product teams.

I regularly partner with sales during renewal cycles to align on account strategy and identify expansion opportunities. With product, I share customer feedback to influence roadmap decisions. For example, I facilitated a joint workshop with sales and product to address a common customer pain point, which led to a product enhancement that reduced churn by 15%.

How do you measure customer success and value realization?

I establish clear success metrics at the start of the engagement, such as time-to-value, usage rates, and business outcomes. I conduct quarterly business reviews to track progress and adjust plans. I also use health scores based on product usage, support tickets, and survey responses to gauge overall satisfaction and identify risks early.

Why are you interested in working at Ping Identity, and how does your German fluency benefit this role?

I am passionate about cybersecurity and identity management, and Ping Identity is a leader in this space. My German fluency allows me to effectively communicate with our DACH-region customers, building trust and ensuring they receive the same high-quality experience as English-speaking clients. I am excited to contribute to a company that values digital freedom and respects individuality.

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.

**This role requires a German speaker

The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

Key Responsibilities

1. Customer Outcomes & Revenue

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.

2. Adoption & Value Realisation

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.
Deliver value‑focused reviews (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.

3. Customer Engagement & Advocacy

Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors.
Run a structured cadence of check‑ins, workshops, and governance reviews, tailored to customer segment and lifecycle stage.
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.

4. Operational Excellence & Tooling

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.
Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
Contribute to continuous improvement of CS processes, templates, and best practices.

5. Cross‑Functional Collaboration

Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
Work with Support and Engineering to manage escalations, communicate status to customers, and prevent repeat issues.
Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement.
Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Required Experience & Skills

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.

Preferred Qualifications

Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS.
Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce).
Experience running QBRs/EBRs and building structured success plans.
Exposure to working with distributed / global teams.

Key Performance Indicators (KPIs)

The Customer Success Manager will be measured on a combination of:

Renewal Rate for assigned accounts.
Net Revenue Retention (NRR) / expansion pipeline influenced or sourced.
Portfolio health: average health score, coverage and freshness of success plans,
Strategic Touchpoint Delivery – EBR’s, Value Unlocks, Road Maps, Success Plan Reviews..
Customer advocacy and satisfaction: NPS/CSAT scores, references, and participation in marketing/customer programs.
Operational excellence: data quality in systems, timely updates, and adherence to core CS processes.

Behaviours & Values

Customer‑obsessed: consistently acts in the best interest of the customer and their outcomes.
Data‑informed: uses metrics and evidence to guide decisions and prioritization.
Collaborative: works openly with peers and partners, sharing information and removing silos.
Accountable: owns commitments, communicates proactively, and follows through.
Growth mindset: seeks feedback, learns quickly, and adapts to change.

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.

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