Customer Success Executive Jobs (NOW HIRING)

As a CSE, you are a seasoned technical expert, capable of handling the most complex customer challenges and leading strategic conversations. You will be a go-to resource for technical and business teams both internally and externally. Your responsibilities will include:

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution, especially within strict Public Sector and Federal SLAs.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Acting as the voice of the customer internally to advocate for their needs, including Federal compliance and SLED-specific product requirements.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives, mapping solutions to modern government mandates (e.g., Zero Trust initiatives).
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical guidance to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high and alignment with security frameworks (FedRAMP, NIST, CJIS) is required.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Qualifications

To be a successful Customer Success Executive, you should have:

• A minimum of 10 years of related experience in Customer Success, with a proven track record supporting Strategic Enterprise, Federal, SLED, or broader Public Sector accounts.
• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• Experience building executive-level relationships with government and public sector customers and implementation partners.
• Ability to own C-suite relationships and executive engagement, possessing strong skills in writing executive-level documents and presenting to multiple levels within large organizations.
• Ability to prioritize, gain alignment across key stakeholders, and parallel path multiple work streams while performing effectively under pressure.
• Proven track record of driving issues to resolution and advocating on behalf of a customer. 
• Knowledge of the software development process and design methodologies.
• Exceptional communication and presentation skills.
• The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers.
• A strong combination of technical and leadership skills.
• A naturally curious and proactive approach to uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions (experience with FedRAMP or highly regulated environments is a major plus).

Salary Range: $131,000 - $150,000 + 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.