Senior Customer Success Outcome Manager

2 weeks ago

Sydney, New South Wales, Australia 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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