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Customer Success Manager

Ping Identity

Remote · United KingdomSalary not disclosedfull-timePing Identity Careers
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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.

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.

Languages

    Work format
    Remote
    Seniority
    Lead
    Posted
    13 Sept 2026
    Last verified
    In the last 5 days

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