Product Management Director (CX) - Ping Identity : Job Details

Overview

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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 it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's 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.

We're 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, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Role

We are seeking a dynamic Product Management Director 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 offerings drive measurable customer value, are scalable, profitable, and aligned to customer needs across their Ping Identity journey.

About You

We are seeking a dynamic Product Management Director 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 offerings drive measurable customer value, are scalable, profitable, and aligned to customer needs across their Ping Identity journey.

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.
• Portfolio simplification and roadmap: Work with key stakeholders and leaders to simplify the plan portfolio, communicate the value of the plans to internal and external stakeholders, and build a roadmap that delivers strong customer outcomes.
• Offering Development: Design innovative, scalable, and profitable service offerings, combining digital tools, AI-driven experiences, and expert services.
• Pricing: Leverage best-in-class pricing strategies that balance margin delivery with customer attach.
• Cross-functional Collaboration: Work with Sales, Pre-Sales, Customer Success, Product Management, and Marketing to integrate offerings into go-to-market strategies.
• Lifecycle Management: Own the complete lifecycle of offerings—from launch to evolution to sunsetting—with a focus on innovation, ROI, and continuous improvement.
• Metrics and Customer Outcomes: 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.
• AI and Automation Integration: Drive opportunities to embed AI, automation, and telemetry into services to enhance customer experience and operational efficiency.
• Field Enablement and Sales Support: Develop enablement programs and tools to support offering adoption and sales success; provide support to field sales/pre-sales during pursuits.
• Innovation Loop: Work with field teams to ensure field innovations are incorporated back into the portfolio to serve customers.
• 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 designing, launching, and managing service or success offerings at scale for SaaS or enterprise software.
• Experience managing portfolios with both digital and human-delivered service elements.

USA: $170,000 to $188,000

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.

Life at Ping

We believe in and facilitate a flexible, collaborative work environment. We're 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 that's who we want to succeed with every day.

• 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

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• 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 everyone's 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.