Manager, Customer Success

Manager, Customer Success (Strategic East)

The Manager of Customer Success (Strategic East) reports to the VP, Customer Success - Americas and leads a high-impact team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across our most strategic enterprise accounts in the Eastern region. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR).

You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs tailored for our strategic customer segment.

Key Responsibilities

1. Customer Outcomes & Revenue

• Own renewal, churn, and expansion outcomes for the Strategic East portfolio, in close partnership with Sales and Renewals leadership.
• Ensure CSMs build and maintain strategic success plans for priority accounts, focusing on clear business outcomes, ROI, and executive alignment.
• Guide & align CSMs on customer portfolio prioritization, engagement strategy & planning, and strategic executive engagement coordination.
• Oversee delivery of annual department KPI targets for the Strategic East region.
• Proactively identify at‑risk customers, ensure CSMs deliver effective save plans, and drive cross‑functional mitigation actions.
• Utilize data (segmentation, health scores, product usage, NPS/CSAT) to prioritize focus and interventions across the strategic portfolio.

2. Team Leadership & People Management

• Recruit, onboard, and develop a high‑performing Customer Success team aligned to Ping Identity’s core values.
• Set clear goals and expectations (KPIs, behaviors), and maintain a consistent rhythm of 1:1s, coaching, and performance reviews.
• Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
• Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable.

3. Operational Excellence & Strategic Alignment

• Implement and continuously improve standard processes and playbooks for adoption and value realization within the strategic segment.
• Drive effective use of Customer Success tooling (e.g., Gainsight, CRM) for accurate data and workflows