Senior Customer Success Outcome Manager

1 week ago

Singapore Ping Identity Full time $90,000 - $120,000 per year

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).

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