Customer Success Architect

As a Customer Success Architect (CSA), you are a pooled, architecture-focused technical expert who helps customers unlock the full value of the Ping Identity portfolio. You lead complex, high-impact engagements as a trusted advisor, bringing deep multi-product expertise and acting as a primary escalation point and mentor for other CSAs. You engage through targeted, outcome-based playbooks - such as Value Unlocks, Well-Architected Best Practices, Accelerate Innovation Delivery, and Work Items - to guide customers toward secure, scalable, and future-proof identity architectures.

You partner closely with the pod (CSM, AE, Support) on every engagement, operating through Call-to-Action workflows rather than as a dedicated, hands-on engineer. You translate complex technical requirements into pragmatic guidance, quantify value realized, and ensure that each engagement is documented and measurable in Gainsight. Your work directly supports churn mitigation, product adoption, and expansion across our strategic customer base.

You Will:

• Act as a pooled technical architect for strategic and high-value accounts, delivering outcome-focused customer engagements (e.g., Value Unlocks, Well-Architected Best Practices, Accelerate Innovation Delivery, Product Liaison, and Support Work Items) aligned to Customer Success program KPIs.
• Partner closely with the account team at every step of an engagement- aligning on the customer's desired state, scope, risks, and success metrics before and after each session.
• Use CTA-driven workflows to manage work: triage and prioritize call-to-actions to ensure clear ownership, expectations, and next steps for each engagement.
• Provide architecture-focused guidance, best practices, and recommendations
• Always document engagements in Gainsight, capturing the customer's use case, desired state, guidance provided, value realized or outcome delivered, and clearly defined next steps - while keeping the pod updated on progress.
• Serve as a product and roadmap liaison by validating RFEs, articulating business impact and forecasted churn, partnering with Product Management on prioritization, and keeping CSMs informed so they can communicate clear, consistent expectations back to customers.
• Drive multi-product adoption and new use case discovery across Ping's portfolio (e.g., PingOne SSO/MFA, Advanced Identity Cloud, DaVinci, Verify, Protect) by connecting customer business objectives to reference architectures and recommended implementation patterns.
• Contribute to and benefit from the CSA Community by sharing best practices, templates, scripts, and lessons learned; participate in role-based forums and Slack channels that shape key deliverables, processes, and continued enablement for the team.

You Have:

• 5+ years enterprise customer-facing experience in a technical role (Customer Success, Sales Engineering, Professional Services, or Support) with complex, mission-critical SaaS.
• 3+ years hands-on IAM experience (SAML, OAuth, OpenID Connect, SSO, MFA) applying these standards in practical enterprise architectures.
• Hands-on experience with the Ping Identity portfolio (e.g., PingOne, PingFederate, PingAccess, PingDirectory, Advanced Identity Cloud, DaVinci, Verify, Protect).
• Experience designing or reviewing multi-product, multi-environment architectures with a focus on scalability, security, and resilience.
• Proven collaboration with CSMs, AEs, Support, Product, and Professional Services to manage risk and drive customer outcomes.
• Excellent communication skills with both technical and non-technical stakeholders, including executives.
• High ownership and initiative: you work from Call-to-Actions (CTAs), prioritize your work, and document value, outcomes, and next steps in Gainsight.
• A learning mindset backed by ongoing training and certification across the Ping Identity portfolio.

Bonus Points If You Have:

• Ping product certifications in one or more (e.g., PingFederate, PingOne / DaVinci, Advanced Identity Cloud, SSO/MFA, Protect, Verify)
• Experience operating in a pooled or shared-services model where work is prioritized through call-to-actions, queues, or playbook-based motions.
• Background working closely with Product Management to validate RFEs, shape roadmap conversations, or act as a field-facing product liaison.
• Prior experience in designing and/or presenting technical strategy sessions, or Value Realization reviews for enterprise customers.

Salary Range

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.