Manager, Customer Success Manager

Manager, Customer Success

Company: Ping Identity Location: UK Contract: Permanent Seniority: Mid-Level

About Ping Identity

At Ping Identity, we are dedicated to making digital experiences secure and seamless for all users, without compromise. We call this digital freedom, and it's a principle that not only guides our customers but also inspires our company culture. We believe in cultivating an environment where individuals can bring their authentic selves to work.

Our intelligent, cloud identity platform empowers users to shop, work, bank, and interact with confidence and ease. 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, and our core value of Respect Individuality encourages us to celebrate differences.

Headquartered in Denver, Colorado, Ping Identity has a global presence, serving some of the world's largest enterprises, including more than half of the Fortune 100. We are transforming the landscape of cybersecurity, digital experiences, and identity and access management.

About the Role

The Manager of Customer Success will lead a team of Customer Success professionals focused on driving customer adoption, value realization, renewals, and expansion within a designated customer portfolio. This role involves setting clear expectations, developing scalable processes, and collaborating cross-functionally with Sales, Renewals, Support, Product, and Professional Services to achieve predictable customer outcomes and safeguard recurring revenue (ARR). You will be responsible for the performance, development, and engagement of your team, ensuring consistent execution against customer journeys, playbooks, and Key Performance Indicators (KPIs).

Key Responsibilities

• Customer Outcomes & Revenue:
  • Own renewal, churn, and expansion outcomes for the team's portfolio in partnership with Sales and Renewals.
  • Ensure Customer Success Managers (CSMs) develop and maintain strategic success plans for priority accounts, outlining clear business outcomes, owners, and timelines.
  • Oversee the achievement of annual department KPIs for assigned regions.
  • Proactively identify at-risk customers, ensure CSMs develop and execute save plans, and drive cross-functional mitigation actions.
  • Utilize data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio.
• Team Leadership & People Management:
  • Recruit, onboard, and develop a high-performing Customer Success team aligned with company values.
  • Set clear goals and expectations (KPIs, behaviors), and conduct regular 1:1s, coaching, and performance reviews.
  • Build robust career development plans for each team member, including skills, certifications, and stretch assignments.
  • Foster and reinforce a customer-obsessed, data-driven, collaborative, and accountable culture.
  • Address performance issues promptly with clear feedback, support, and structured improvement plans where necessary.
• Operational Excellence:
  • Implement and continuously improve standard processes and playbooks for adoption, value realization, and churn mitigation.
  • Drive effective utilization of Customer Success tooling (e.g., Gainsight/CS platform, CRM, support systems) for accurate data and workflows.
  • Manage the team's forecasting and reporting for renewals, risk, and expansion opportunities.
  • Ensure accurate and timely documentation in systems of record (success plans, notes, health updates, risk registers).
• Cross-Functional Collaboration:
  • Serve as the primary Customer Success point of contact for Sales, Renewals, Support, Product, and Services within your region or segment.
  • Ensure alignment with Sales on program activities, account strategies, deal reviews, and executive engagement plans.
  • Collaborate with Marketing on customer engagement for events, advocacy, references, and customer stories.
  • Represent Customer Success in escalations and incident reviews, ensuring clear customer communication and follow-through.

Required Experience & Skills

• 10+ years in Customer Success, Account Management, Consulting, or related customer-facing roles within B2B SaaS or enterprise software.
• 2+ years of experience leading or mentoring CSMs or similar roles (formal line management preferred).
• Strong understanding of subscription/ARR business models, renewals, and expansion mechanics.
• Demonstrated experience driving customer adoption and value realization with complex, multi-stakeholder accounts.
• Comfortable engaging with executive stakeholders (Director, VP, C-level) and leading structured, outcome-driven meetings.
• Proven ability to interpret data (health scores, usage, pipeline, churn trends) and translate insights into actionable strategies.
• Excellent communication and storytelling skills (written, verbal, and presentation).
• Strong organizational and prioritization skills, with the ability to manage multiple workstreams under pressure.
• Experience working cross-functionally