Director of Product Management, Customer Experience (CX)New

About Ping Identity: 

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And its not just something we provide our customers. Its something that inspires our company. People dont come here to join a culture thats built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

Were headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, were changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

We are seeking a dynamic Director of Product Management to lead the strategy, development, and lifecycle management of our Professional Services, Customer Success, and Support offerings. This role will define and evolve our services portfolio, ensuring our offerings drive measurable customer value, are scalable, profitable, and aligned to customer needs across their Ping Identity journey. 

About you: 

• You will bring a strong product mindset to services innovation, leveraging AI, cloud, and human expertise to deliver differentiated experiences for our customers.
• You will work cross-functionally with Sales, Engineering, Marketing, Finance, and Global Services teams, and have a direct impact on customer outcomes, revenue growth, and operational scalability.

Key Responsibilities Portfolio Strategy:

• Define, evolve, and manage the services and success offering portfolio (Professional Services, Customer Success, and Support), ensuring clear value propositions and alignment to customer journey stages.
•  Work with key stakeholders and leaders to simplify the plan portfolio, communicate the value of the plans to both internal and external stakeholders and build a roadmap that delivers wild customer success.
• Offering Development: Design innovative, scalable, and profitable service offerings, combining digital tools, AI-driven experiences, and expert services.
• Leverage best in class pricing strategies that balance margin delivery with customer attach.
• Cross-functional Collaboration: Work closely with Sales, Pre-Sales, Customer Success, Product Management, and Marketing teams to integrate offerings into go-to-market strategies.
• Work collaboratively with other members of the product management team where success offerings interface with other services or products in the overall portfolio.
• Metrics-Driven Management: Build frameworks for offer adoption, attach rates, profitability, NPS/CSAT scores, and customer outcomes.
• Customer-Centric Design: Incorporate customer feedback, market research, and competitive insights into offering design and lifecycle management.
• Understand customer needs and build use-cases to drive plan improvement and develop new success offerings.
• AI and Automation Integration: Drive opportunities to embed AI, automation, and telemetry into services to enhance customer experience and operational efficiency.
• Field Enablement: Develop enablement programs and sales tools to support offering adoption and sales success.
• Provide support to field sales/pre-sales teams: during sales pursuits, positioning and communicating success offerings, quoting and responding to related questions.
• Work with the field teams to ensure innovation in the field is incorporated back into the success portfolio to serve customers.
• Lifecycle Management: Own the complete lifecycle of offerings—launch, evolution, sunsetting—with a focus on innovation, ROI, and continuous improvement.
• Executive Collaboration: Engage directly with executive leadership and key customers to align services strategy with business priorities.

Required Qualifications:

• 10+ years of experience in Product Management, Customer Success, Professional Services, or Support roles.
• Proven track record of designing, launching, and managing service or success offerings at scale for SaaS or enterprise software companies.
• Experience managing portfolios with both digital and human-delivered service elements.

USA: $170,000 to $188,000In accordance with Colorados 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.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. Were growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because thats who we want to succeed with every day. 

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits: 

• Generous PTO & Holiday Schedule 
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement 
• Commuter Offset (Specific locations) 

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyones individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.