---
title: 'Customer Success Manager at Ping Identity'
canonical: 'https://feeny.ai/job/customer-success-manager-ping-identity-united-kingdom-aa9et44c86gg'
type: 'job'
last_seen: '2026-09-17'
---

# Customer Success Manager at Ping Identity

- **Company:** Ping Identity
- **Location:** United Kingdom
- **Work type:** remote
- **Posted:** 2026-09-13
- **Last confirmed live:** 2026-09-17
- **Apply:** https://job-boards.greenhouse.io/pingidentity/jobs/8783982002

## Job description

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.](https://www.pingidentity.com/en/company/championing-every-identity.html) 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.

The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

## Key Responsibilities

1. Customer Outcomes & Revenue

- Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
- Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners.
- Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
- Surface and qualify expansion opportunities (cross‑sell, up‑sell, use‑case expansion) and collaborate with Sales/Account Management to progress them.

1. Adoption & Value Realisation

- Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
- Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion.
- Deliver value‑focused reviews (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.

1. Customer Engagement & Advocacy

- Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors.
- Run a structured cadence of check‑ins, workshops, and governance reviews, tailored to customer segment and lifecycle stage.
- Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally.
- Identify and develop customer advocates for references, testimonials, case studies, and events.

1. Operational Excellence & Tooling

- Keep customer records accurate and up‑to‑date in CS tools and CRM (health scores, notes, success plans, risks, and actions).
- Use standardized playbooks and processes for adoption, development, and renewal preparation.
- Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
- Contribute to continuous improvement of CS processes, templates, and best practices.

1. Cross‑Functional Collaboration

- Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
- Work with Support and Engineering to manage escalations, communicate status to customers, and prevent repeat issues.
- Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement.
- Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Required Experience & Skills

- Experience in Customer Success, Account Management, Consulting, or similar customer‑facing role in B2B SaaS / enterprise software.
- Proven track record managing a portfolio of mid‑ to large‑enterprise customers and delivering against retention targets.
- Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
- Ability to engage confidently with technical and non‑technical stakeholders (from admins to Director/VP level).
- Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
- Excellent communication, presentation, and storytelling skills.
- Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.

## Preferred Qualifications

- Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS.
- Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce).
- Experience running QBRs/EBRs and building structured success plans.
- Exposure to working with distributed / global teams.

## Key Performance Indicators (KPIs)

The Customer Success Manager will be measured on a combination of:

- Renewal Rate for assigned accounts.
- Net Revenue Retention (NRR) / expansion pipeline influenced or sourced.
- Portfolio health: average health score, coverage and freshness of success plans,
- Strategic Touchpoint Delivery - EBR’s, Value Unlocks, Road Maps, Success Plan Reviews..
- Customer advocacy and satisfaction: NPS/CSAT scores, references, and participation in marketing/customer programs.
- Operational excellence: data quality in systems, timely updates, and adherence to core CS processes.

Behaviours & Values

- Customer‑obsessed: consistently acts in the best interest of the customer and their outcomes.
- Data‑informed: uses metrics and evidence to guide decisions and prioritization.
- Collaborative: works openly with peers and partners, sharing information and removing silos.
- Accountable: owns commitments, communicates proactively, and follows through.
- Growth mindset: seeks feedback, learns quickly, and adapts to change.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

- 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

Our Benefits:

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

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

## About Ping Identity

## Company Overview
- **One-liner**: Ping Identity provides identity security for the digital enterprise, enabling secure, frictionless access for users across any application or device.
- **Entity Type**: Private (acquired by Thoma Bravo in October 2022, formerly public NYSE: PING)
- **Headquarters**: Denver, Colorado, United States
- **Founded**: 2002
- **Founders**: Andre Durand, Bryan Field-Elliot

## Core Business
- **Primary industry**: Identity and Access Management (IAM), Cybersecurity
- **Target customers**: Large enterprises, B2B (over half of the Fortune 100 are customers)
- **Mission statement**: “Champion your unique identity needs” – enabling secure, convenient digital experiences for users while protecting organizations from threats.

## Products & Services
- **PingOne Cloud Platform**: Unified cloud-based identity platform with AI-powered intelligence (Helix AI) for authentication, authorization, and directory services.
- **PingFederate**: Federation server for single sign-on (SSO) and identity brokering across on-premises and cloud apps.
- **PingID**: Multi-factor authentication (MFA) solution for adaptive access.
- **PingAccess**: Reverse proxy for secure access management to web applications and APIs.
- **PingDirectory**: Enterprise directory server for identity storage and management.
- **PingAuthorize**: Dynamic policy-based access control for fine-grained authorization.
- **PingIntelligence**: AI-powered cyber threat detection and response for identity attacks.
- **PingOne for Customers**: Customer identity and access management (CIAM) platform.
- **PingOne for Workforce**: Workforce identity management with SSO, MFA, and lifecycle management.
- **Orchestration**: No-code drag-and-drop identity journey builder (6,500+ orchestrated capabilities, 350+ connectors).
- **Decentralized Identity**: Reusable verified credentials based on open standards.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed post-acquisition (prior to acquisition in 2022, market cap was ~$2.4B)
- **Key Metric**: Annual revenue of $299.4M (latest available data) — over 3 billion identities under management
- **Notable Investors/Partners**: Owned by Thoma Bravo (private equity); partners include major cloud providers, system integrators, and technology vendors
- **Growth Signals**: Headcount grew 14% YoY to 1,742 employees; recognized as a Leader in Gartner Magic Quadrant for Access Management (2025), Forrester Wave for CIAM (2024), and KuppingerCole Leadership; 99.99% uptime SLA; serves over half of the Fortune 100

## Competitive Advantages
- **Scale & Reliability**: Proven 99.99% uptime and 3 billion identities under management – built for the largest enterprises.
- **AI‑First Innovation**: Helix AI engine embedded across the platform for smarter threat detection, fraud prevention, and adaptive access.
- **Industry Recognition**: Consistently ranked as a Leader by Gartner, Forrester, and KuppingerCole for IAM, CIAM, and identity fabrics.
- **Open Standards & Interoperability**: Deep support for SAML, OAuth, OIDC, SCIM, and 350+ pre-built connectors, making it easy to integrate into existing ecosystems.
- **Flexible Deployment**: Cloud, on-premises, hybrid, and multi-cloud options.

## Strategic Focus
- **AI‑Driven Identity Security**: Deepening AI/ML capabilities (Helix) to combat fraud and automate identity decisions.
- **Expanding the Platform**: Growing the PingOne cloud platform with orchestration, decentralized identity, and zero‑trust delivery.
- **Customer Experience**: Simplifying complex identity journeys for both workforce and customer use cases through no‑code orchestration.
- **Global Reach**: Maintaining offices in 32 countries across North America, Europe, Asia‑Pacific, and the Middle East to serve enterprise customers 24/7.

## Why Work Here
- **Culture & Inclusion**: Strong emphasis on “Inclusion & Belonging” with seven Employee Resource Groups (Women of Ping, Ping Proud LGBTQ+, Working Families, Racial & Ethnic Diversity, Accessibility, Young Professionals, Ping Community Cares).
- **Global Flexibility**: “Here, There, Everywhere” approach – offices in Denver, Austin, Boston, Vancouver, Bristol, Edinburgh, Grenoble, London, Tel Aviv, Bangalore, Melbourne, and more; open to hiring exceptional talent from around the world.
- **Benefits**: Competitive benefits vary by location; perks include opportunities for growth, volunteer programs (Hour of Code, Bikes for Kids, campus cleanups), and a focus on work‑life balance.
- **Engineering Culture**: Identians are encouraged to be “brave, passionate, and make a contribution” – a collaborative environment where everyone has a part to play.
- **Impact**: Work on identity security for the world’s largest organizations, including over half of the Fortune 100.

## Sources
1. [Ping Identity About Us](https://www.pingidentity.com/en/company/about-us.html)
2. [Ping Identity Homepage](https://www.pingidentity.com/en.html)
3. [Ping Identity Careers](https://www.pingidentity.com/en/company/careers.html)
4. [Ping Identity Open Positions](https://www.pingidentity.com/en/company/careers/careers-listings.html)
5. [Ping Identity LinkedIn](https://www.linkedin.com/company/ping-identity)

## Other roles at Ping Identity

- [Director, Sales (Asia)](https://feeny.ai/job/director-sales-asia-ping-identity-remote-dx8bh75zw27a)
- [Staff Software Engineer](https://feeny.ai/job/staff-software-engineer-ping-identity-bengaluru-mjtjqh6satqe) — Bengaluru, India
- [Revenue Enablement Manager - Ping Elevate Platform Lead](https://feeny.ai/job/revenue-enablement-manager-ping-elevate-platform-lead-ping-identity-united-n3jgttbkh1e9) — United States / Denver, CO
- [Senior Renewals Account Manager](https://feeny.ai/job/senior-renewals-account-manager-ping-identity-united-states-denver-co-t6kbsj2bt9ej) — United States / Denver, CO
- [Risk Manager](https://feeny.ai/job/risk-manager-ping-identity-united-kingdom-cnpr4d7qw5tw) — United Kingdom
- [VP, Sales Engineering](https://feeny.ai/job/vp-sales-engineering-ping-identity-united-states-denver-co-0ccyzjc3rkev) — United States / Denver, CO
- [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-ping-identity-united-states-zvydnxwkh274) — United States
- [Partner Sales Engineer (France)](https://feeny.ai/job/partner-sales-engineer-france-ping-identity-paris-v9wk53g35xht) — Paris, France
- [Partner Sales Engineer (UK)](https://feeny.ai/job/partner-sales-engineer-uk-ping-identity-united-kingdom-qwrrzxwvkat7) — United Kingdom
- [Senior Field Marketing Manager](https://feeny.ai/job/senior-field-marketing-manager-ping-identity-united-kingdom-1mc6bwx8tk5h) — United Kingdom