[Remote] Customer Success Executive

Note: The job is a remote job and is open to candidates in USA. Ping Identity is a company focused on providing secure and seamless digital experiences. They are seeking a Customer Success Executive who will act as a technical expert and point of contact for major customer incidents, while also advocating for customer needs and driving business value through strategic conversations.

Responsibilities

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution, especially within strict Public Sector and Federal SLAs
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks
• Acting as the voice of the customer internally to advocate for their needs, including Federal compliance and SLED-specific product requirements
• 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, mapping solutions to modern government mandates (e.g., Zero Trust initiatives)
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers
• Developing and delivering 'success plans' that identify technical stakeholders, milestones, metrics, and risks for key customers
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform
• Leveraging multiple Ping solutions to provide high-level technical guidance to customers
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high and alignment with security frameworks (FedRAMP, NIST, CJIS) is required
• Engaging with technical and business owners at all levels on the customer side
• Communicating and influencing effectively at all levels of the organization, including C-level
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed
• Willingness to be a hands-on contributor

Skills

• A minimum of 10 years of related experience in Customer Success, with a proven track record supporting Strategic Enterprise, Federal, SLED, or broader Public Sector accounts
• 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
• Experience building executive-level relationships with government and public sector customers and implementation partners
• Ability to own C-suite relationships and executive engagement, possessing strong skills in writing executive-level documents and presenting to multiple levels within large organizations
• Ability to prioritize, gain alignment across key stakeholders, and parallel path multiple work streams while performing effectively under pressure
• Proven track record of driving issues to resolution and advocating on behalf of a customer
• Knowledge of the software development process and design methodologies
• Exceptional communication and presentation skills
• The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers
• A strong combination of technical and leadership skills
• 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 (experience with FedRAMP or highly regulated environments is a major plus)

Benefits

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

Company Overview

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