As a Customer Success Outcome Manager, you'll be instrumental in ensuring Ping Identity's clients achieve their desired outcomes and have an exceptional experience. You'll act as a trusted advisor, building strong relationships and advocating for their success throughout their journey.

Responsibilities

Outcome Management & Advocacy: Understand customer business objectives and success metrics to define "what success looks like." Develop in-depth knowledge of customer environments (partner, organizational, technical) to maximize value from IAM initiatives and mitigate risks. Create and drive cross-functional Success Plans in collaboration with customers. Act as a customer advocate, coordinating internal resources to resolve challenges, drive innovation, and manage risks. Identify and deliver opportunities to improve customer results and experience, including best practices and value from product/service offerings. Capture and share "Voice of Customer" insights to inform continuous improvement. Relationship & Service Management: Cultivate lasting relationships with customers and partners. Establish effective communication and trust with customer management, project teams, and technology partners. Deliver proactive, value-add touchpoints focused on customer outcomes. Collaborate with deployment project managers (cloud deployment managers, engagement managers). Manage service maintenance contract relationships, ensuring compliance. Lead escalation calls and processes, providing updates to Ping Identity management and account teams. Partner with Major Account Executives and Renewals Managers to inform expansion and renewal strategies. Platform & Process Adherence: Maintain and provide feedback on internal platforms like Salesforce CRM and Gainsight. Adhere to cross-functional platform and process requirements

Minimum Qualifications:

7+ years of experience in a Customer Success or Account Management role within Software or SaaS. Proven experience in customer mediation and service management. A strong "customer-first" mindset, with the ability to advocate for customer needs.

Preferred Qualifications:

Deep understanding of Identity and Access Management (IAM) concepts. Experience in developing and executing customer success plans. Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).