Emma Dinh
Senior Strategic Customer Success Manager @Ping Identity
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WORK HISTORY
Senior Strategic Customer Success Manager @Ping Identity
Own a portfolio of strategic enterprise customers, leading executive success planning, adoption strategy, and lifecycle engagement across complex global organisations.I partner with Director and VP-level stakeholders to align identity and access management initiatives with business, security, and operational objectives, ensuring customers realise clear and measurable value from their investment- Lead structured success planning and Executive Business Reviews that connect platform adoption and security outcomes to organisational priorities- Proactively identify adoption blockers and coordinate cross-functional engagement with Solution Architects, Support, and Product teams to accelerate value realisation- Act as a trusted escalation partner during complex initiatives and incidents, preserving executive confidence through clear communication and risk management- Analyse customer health signals, sentiment, and behavioural trends to surface risk and expansion opportunities and strengthen renewal readiness- Advocate for customer requirements internally, influencing product direction and contributing to Customer Success best practices- Mentor peers on enterprise engagement, strategic account planning, and positioning complex IAM concepts in business-relevant ways
EDUCATION
Falmouth University
BA (Hons), Press and Editorial Photography
Falmouth University
Master of Arts - MA, International Journalism
ABOUT EMMA DINH
I’m a Strategic Senior Customer Success Manager with 10+ years’ experience partnering with global SaaS customers across identity security, clinical technology, and enterprise software.I specialise in working with complex, multi-stakeholder organisations to drive adoption, executive alignment, and measurable business outcomes through structured success planning and proactive lifecycle engagement.My approach focuses on translating complex technology into clear business value, building trusted Director and VP-level relationships, and identifying risk and growth opportunities through data-driven insight and close cross-functional collaboration.Earlier in my career, I was the first Customer Success hire outside the US at Medrio, where I established and scaled EMEA Customer Success coverage, independently managing the regional customer base while developing playbooks, operating processes, and global alignment across Product, Sales, and Support teams.I’m particularly motivated by environments where Customer Success operates as a strategic growth function — strengthening customer trust, influencing product direction, and enabling organisations to realise meaningful long-term value from the technology they invest in.
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