Senior Director, Scaled Customer Success

The Scaled Customer Success Leader will report to the SVP, Customer Success & Renewals and ensure the long-term profitability and sustainability of Ping's customers by leading initiatives that drive success at each step of the customer journey. The leader will also enable customer value-realization at scale by delivering the customers' desired outcomes across both digital and scaled resourcing models, so Ping may drive expansion and realize the full value of the partnership.

Key responsibilities will include:

• Defining and driving the strategic vision for the scaled customer success program, ensuring alignment with overall business goals and a focus on customers under $250K in revenue.
• Designing and executing a world-class scaled success model, leveraging digital and automated strategies, including a pooled team of contractors.
• Leading, building, and developing a high-impact team of contractors executing "CSM lite" motions focusing on recruitment, onboarding, and continuous development to ensure they operate with urgency and drive measurable results. Oversight & management of the outsourced teams.
• Implementing a comprehensive digital strategy for the customer journey, from a digital onboarding experience to proactive engagement based on customer segmentation and risk profiles.
• Design, build and roll out of various plays required to drive success & renewal (including support of out quarter risk forecasting) in the scaled space.
• Partnership with key stakeholder groups across Ping including Training, User Documentation and Community to ensure cohesive scaled customer experience strategy across required functions.
• Design, build, and deliver a comprehensive scaled success strategy inclusive of scaled resource engagement, guided digital journey, and the measurement of success across each milestone.
• Establishing and analyzing key performance indicators (OKRs, KPIs) and other metrics to effectively measure the success of the scaled customer base including renewals, health scores, and growth.
• Driving business value by enabling customers to achieve desired outcomes and maximizing value realization across the platform, contributing to increased revenue and retention.
• Fostering a customer-first culture across the organization and maintaining robust cross-functional partnerships to ensure alignment on customer needs.
• Optimizing and managing all scaled CS processes, including onboarding, training, and renewals, while continuously testing and improving tactics.
• Acting as a key advisor for product adoption and identifying potential risks by staying informed about Ping's release schedules.
• Managing team operations, including cross-functional team management, compensation, and team structure decisions.

• A minimum of 10 years of experience in Customer Success, Onboarding, or Professional Services, with at least 5 years in a leadership capacity at a high-growth SaaS organization.
• Proven expertise in managing and scaling customer success programs, with a focus on digital and automated engagement models.
• Experience in recruiting, developing, and leading a high-impact team of pooled success managers or contracted success management resources.
• 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.
• A 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.
• A 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 the ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• 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.
• 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 Salesforce.com, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions.

USA: $177,288 to $221,610 plus Bonus - 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.