Customer Success Outcome Manager

You will:

• Actively engage customers through check-ins, structured business reviews, and feedback sessions to understand adoption and sentiment.
• Use open-ended questioning and deep listening to help uncover potential issues before they escalate.
• Analyze support cases, survey responses, customer interactions, and renewal behaviors to identify trends and risks.
• Recognize patterns in qualitative data i.e. customer feedback, and create structured reporting for internal teams (e.g., common feature gaps, adoption barriers).
• Position IAM solutions not just as a tool but as a business enabler that ensures security, compliance, and workforce productivity.
• Align IAM features (e.g., adaptive authentication, identity governance, and zero trust principles) with customer security strategies to drive upsell and cross-sell opportunities (e.g., adding privileged access management for high-risk users).
• Use industry best practices to help position Ping products as a solution to business problems rather than just a tool.
• Understanding your customer’s business objectives, workflows, and success metrics and align to product value.
• Manage ongoing customer needs effectively to promote high customer retention and loyalty
• Engage with multiple customer stakeholders to identify, define, track and measure the overall impact of Ping solutions to the organization. This includes partnering with the Sales teams to deliver Executive Business Reviews to the customer.
• Build deep, trust-based relationships with customers, allowing for honest conversations about risks, value realization, and growth opportunities.
• Advocate customer needs/issues cross-departmentally
• Develop, prepare, and nurture customers for advocacy.
• Develop and deliver "success plans" to key customers identifying stakeholders, milestones, metrics, and risks.
• Demonstrate advanced insights and understanding of customers' business/industry.
• Occasionally travel to customer sites or events.

You have/are:

• You have 3-5 years of customer facing experience in a Customer Success, Sales, Account Management or Project Management role in software or a similar industry
• Navigate easily in traditional complex Enterprise environments
• Experience with SFDC, Gainsight, or equivalent CRM systems
• Experience delivering and driving software adoption best practices
• Proven ability to collaborate and build strong relationships with executives internally and externally
• High technical aptitude to learn basics of customer use cases and architectural requirements for Ping solutions
• Naturally curious and proactive in asking the right questions to uncover adoption blockers and risks.
• A problem-solver that drives creative solutions to customer challenges, even without direct data.
• Ability to influence internal teams (Product, Engineering, Sales) to act on qualitative feedback and customer insights.

You have an advantage if: 

• Familiarity with Identity Management, Access Management or Federation
• Familiarity with Ping Identity solutions
• General knowledge of enterprise IT practices
• Knowledge of how IAM integrates with security tools like SIEMs (Splunk, Microsoft Sentinel), endpoint security (CrowdStrike, SentinelOne).
• Ability to discuss IAM best practices within on-prem, hybrid cloud environments and on-premise infrastructures where IAM deployment complexity is high.
• Bachelor’s Degree in computing, Business, Marketing, or equivalent experience

Salary Range: $78,000 - $94,000 + 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.