About this role.
Ping Identity is hiring a Customer Success Manager to serve as a named technical partner for enterprise customers using its cloud identity platform. The role centers on relationship management, incident communications, adoption monitoring, risk identification, and proactive product guidance. Candidates need at least four years of customer success or customer experience work, plus consulting or IT implementation experience with cloud solutions or identity management. The CSM will analyze support, survey, and renewal data, use systems such as Salesforce and Gainsight, and occasionally travel or provide after-hours coverage. This is a hands-on, customer-facing position requiring technical aptitude and strong cross-functional advocacy.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would combine product-usage data with support cases, survey feedback, stakeholder engagement, and renewal signals to establish the source and severity of the risk. I would then align with the customer's technical and business owners on a success plan with specific milestones, enablement actions, and regular progress reviews.
I would establish a clear communication cadence, confirm the incident owner and technical facts, and provide concise updates on impact, current actions, risks, and next steps. I would manage expectations transparently, coordinate internal subject-matter experts, document commitments, and conduct a follow-up review after resolution.
A strong answer should describe hands-on work supporting cloud deployments, integrations, authentication, authorization, or identity lifecycle workflows. It should explain how technical requirements were translated into an implementation plan and how customer outcomes were measured after launch.
I use CRM and customer-success platforms to maintain account context, track stakeholder activity, monitor health scores and renewal timelines, document risks, and automate follow-up tasks. These systems help prioritize outreach and create a consistent, evidence-based view of each customer's journey.
I would clearly document the customer problem, business impact, affected use case, supporting data, and urgency. I would share that context with the appropriate product and engineering teams, set realistic expectations with the customer, and continue to communicate progress without promising outcomes that have not been approved.
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.
As a CSM, you will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships, acting as a technical resource for day-to-day operational needs. Your responsibilities will include:
- Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
- Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Act as the voice of the customer internally to advocate for their needs.
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
- Providing proactive guidance on Ping’s features based on the customer’s interests and business objectives.
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
- Willingness to be a hands-on contributor.
Qualifications
To be a successful Customer Success Manager, you should have:
- A minimum of 4 years of related experience in Customer Success / Experience.
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions.
Salary Range: $76,000 – $95,000 + 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.
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