Senior Customer Success Manager

About Ping Identity: Ping Identity is an award-winning global cybersecurity pioneer and market-leading Identity & Access Management (IAM) authority trusted by the planet’s most demanding enterprises, including more than half of the Fortune 100. Our intelligent, cloud-native identity platform empowers millions of individuals to shop, work, bank, and interact securely without digital friction or fear. Built on a progressive culture of digital freedom and mutual respect, Ping Identity celebrates individuality, empowering high-performing distributed teams to shield user credentials while building seamless digital experiences worldwide.

Position Overview

We are seeking a highly analytical, commercially sharp Senior Customer Success Manager (CSM) with exceptional relationship management mechanics to lead our enterprise account portfolio within the region. In this post-sales authority seat, you will serve as the principal strategic point of contact for mid- to large-enterprise accounts, holding direct accountability for portfolio health scores, gross retention targets, and Net Revenue Retention (NRR). Moving far beyond passive case management, you will use advanced customer telemetry, health scores, and platform usage dashboards to deploy proactive value-realization playbooks. Please Note: This position strictly requires professional or native-level fluency in the German language to seamlessly manage key European enterprise accounts.

Key Responsibilities

• Portfolio Health & Retention Governance: Manage and protect a defined book of large-enterprise accounts, monitoring risk vectors, authoring mitigation plans, and delivering against strict retention targets.
• Value Realization & EBRs: Translate complex client business objectives into trackable milestones, conducting structured Executive Business Reviews (EBRs) that explicitly connect platform utilization to commercial business value.
• Expansion Sourcing & Revenue: Identify, qualify, and surface strategic account expansion channels (cross-sell, up-sell, and use-case extension paths) in tight collaboration with Sales and Renewals divisions.
• German Account Stewardship: Conduct daily communications, specialized customer workshops, and executive governance reviews in fluent German to build deep, trust-based relationships with regional enterprise sponsors.
• Cross-Functional Escalation Triage: Partner with internal Support and Software Engineering nodes to orchestrate responses to critical technical blockers, preventing recurrence and tracking client satisfaction.
• Operational Stack Management: Maintain highly precise data quality and update account notes, health scores, and lifecycle playbooks natively within our core CS systems (**Gainsight, Totango, or ChurnZero**).
• Roadmap Insights Liaison: Aggregate frontline customer insights and tracking gaps to constructively influence internal Product Management and CS Architecture enablement models.

Required Skills & Qualifications

• Proven professional history running enterprise Customer Success, strategic Account Management, or B2B SaaS technology consulting portfolios.
• Language Fluency: Native or professional-level written and verbal fluency in **German** paired with complete professional English proficiency.
• Deep conceptual grasp of enterprise subscription dynamics, recurring revenue metrics, and the underlying drivers of churn and expansion pipelines.
• Advanced data literacy, with practical experience analyzing client health score indicators, system tracking usage metrics, and NPS/CSAT dashboard outputs.
• Outstanding interpersonal storytelling and presentation skills, with a verified ability to engage confidently with technical admins up to VP/Director-level stakeholders.
• Location Context: 100% remote-first full-time operational flexibility restricted exclusively to qualified professionals permanently living within the United Kingdom.

Preferred Strategic Indicators (Nice to Have)

• Prior technical domain experience operating natively within **Identity & Access Management (IAM)**, cloud directories, single sign-on (SSO), or adjacent cybersecurity SaaS fields.
• Hands-on system proficiency using enterprise CRM configurations, specifically including Salesforce and specialized customer platforms like Gainsight.

What We Offer

• The exceptional professional canvas to guide and optimize the identity security infrastructure for some of the largest enterprise ecosystems in the world.
• Highly competitive salary metrics paired with comprehensive performance incentives and structured professional development support.
• Generous paid time off (PTO) allocation complemented by a structured, inclusive parental leave schedule.
• Progressive local healthcare selections and lucrative matching retirement programs tailored to your region.
• Profound work-from-home remote flexibility supported by global volunteering paths, employee resource groups, and ongoing education reimbursement avenues.