Manager, Customer Success

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. Manager, Customer Success (Strategic East) The Manager of Customer Success (Strategic East) reports to the VP, Customer Success - Americas and leads a high-impact team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across our most strategic enterprise accounts in the Eastern region. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR). You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs tailored for our strategic customer segment. Key Responsibilities 1. Customer Outcomes & Revenue Own renewal, churn, and expansion outcomes for the Strategic East portfolio, in close partnership with Sales and Renewals leadership. Ensure CSMs build and maintain strategic success plans for priority accounts, focusing on clear business outcomes, ROI, and executive alignment. Guide & align CSMs on customer portfolio prioritization, engagement strategy & planning, and strategic executive engagement coordination. Oversee delivery of annual department KPI targets for the Strategic East region. Proactively identify at‑risk customers, ensure CSMs deliver effective save plans, and drive cross‑functional mitigation actions. Utilize data (segmentation, health scores, product usage, NPS/CSAT) to prioritize focus and interventions across the strategic portfolio. 2. Team Leadership & People Management Recruit, onboard, and develop a high‑performing Customer Success team aligned to Ping Identity’s core values. Set clear goals and expectations (KPIs, behaviors), and maintain a consistent rhythm of 1:1s, coaching, and performance reviews. Build strong career development plans for each team member, including skills, certifications, and stretch assignments. Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable. 3. Operational Excellence & Strategic Alignment Implement and continuously improve standard processes and playbooks for adoption and value realization within the strategic segment. Drive effective use of Customer Success tooling (e.g., Gainsight, CRM) for accurate data and workflows & ensure disciplined data hygiene & system updates to enable a clear windshield and rear view mirror on the business. Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities in the East. Act as the primary CS point of contact for Sales leadership in the Eastern region, ensuring alignment on account strategies and executive engagement. 4. Cross‑Functional Collaboration Collaborate with Product and Eng