Customer Success Manager (IAM)

Location: UK - Remote

Company

Ping Identity provides a cloud identity platform focused on secure digital experiences, cybersecurity, and identity and access management for enterprise customers worldwide.

What you will do

• Own customer health, retention, renewal risk, and expansion opportunities across a defined enterprise portfolio.
• Build and execute customer success plans with measurable outcomes, milestones, owners, and mitigation actions.
• Drive product adoption and value realization by reviewing usage data, health scores, telemetry, and business results.
• Lead customer check-ins, workshops, governance reviews, success plan reviews, and executive business reviews.
• Build trusted relationships, collect customer feedback, and develop advocates for references, testimonials, case studies, and events.
• Coordinate with Sales, Renewals, Support, Engineering, Product, Customer Success Architecture, Onboarding, and Professional Services.

Requirements

• Experience in Customer Success, Account Management, Consulting, or a similar customer-facing role in B2B SaaS or enterprise software.
• Track record managing mid- to large-enterprise customer portfolios and delivering retention targets.
• Understanding of subscription and recurring revenue models, churn drivers, and expansion opportunities.
• Ability to engage technical and non-technical stakeholders from administrators to Director and VP level.
• Strong data analysis, communication, presentation, storytelling, organization, and time-management skills.
• Ability to work remotely from the UK.

Nice to have

• Experience in Identity & Access Management, security, or adjacent enterprise SaaS.
• Experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM systems such as Salesforce.
• Experience running QBRs or EBRs and developing structured success plans.
• Experience working with distributed or global teams.

Culture & Benefits

• Flexible and collaborative work environment with startup-oriented values.
• Employee Resource Groups, company and team bonding events, and global volunteering initiatives.
• Generous paid time off and holiday schedule.
• Parental leave, healthcare options, retirement programs, and education reimbursement.
• Commuter offset for specific locations.