Customer Success Manager – Strategic East

About the role

Ping Identity is seeking a Manager of Customer Success for its Strategic East portfolio. Reporting to the VP of Customer Success – Americas, you will lead a high‑impact team that drives adoption, value realization, renewal and expansion across our most strategic enterprise accounts in the Eastern region.

Key responsibilities

• Own renewal, churn and expansion outcomes for the Strategic East portfolio in partnership with Sales and Renewals leadership.
• Ensure Customer Success Managers (CSMs) develop and maintain strategic success plans focused on business outcomes, ROI and executive alignment.
• Guide CSMs on account prioritization, engagement strategy, and executive coordination.
• Deliver annual department KPI targets for the region and proactively identify at‑risk customers.
• Utilize data such as health scores, product usage and NPS/CSAT to prioritize interventions.
• Recruit, onboard and develop a high‑performing Customer Success team aligned with Ping Identity’s core values.
• Set clear goals, expectations and maintain a consistent rhythm of 1:1 coaching.

Required profile

• Proven experience leading Customer Success teams serving strategic enterprise accounts.
• Strong track record of meeting renewal, churn and expansion targets.
• Ability to build and execute strategic success plans with executive stakeholders.
• Data‑driven decision‑making skills to prioritize customer health and interventions.
• Excellent people‑management skills, including recruiting, onboarding and developing talent.

Required skills