VP, Customer Success Americas

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. 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.

Reporting to the SVP, Customer Success, the VP of Customer Success will ensure the long-term sustainability and profitability of Ping’s customers by leading initiatives that drive success at each step of the customer journey. They will also enable customer value-addition by delivering the customers’ desired outcomes so Ping may drive expansion and realize the full value of the Ping and customer partnership.

KEY RESPONSIBILITIES:

• Provide strategic leadership of the customer success department.
• Developing and executing a customer success approach by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the success of the customer journey and department performance.
• Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
• Enabling desired customer success outcomes by aiding renewals and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Design and manage the reach-out process, channels, and touch points, and helping the CS team work productively with these processes.
• Reviewing and adjusting all CS processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.
• Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.
• Recruiting, attracting, and onboarding new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
• Managing customer relationships across the entire CS team, helping others on the team maintain and improve the relationships under their purview.

SKILLS AND COMPETENCIES

• Minimum 10 years of experience working as a customer success leader with accountability for a customer success department with proven performance and specific revenue goal achievement.
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders
• High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members.
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

Salary Range: $190,000 - $252,000 + variable pay

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

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.