VP, Customer Experience Operations

pingidentity; United States; On-site; USD 178,000 - 263,000; Full time

Benefits offered by this job

Generous PTO & Holidays

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Job summary

Ping Identity is seeking a seasoned VP of Customer Experience Operations to scale our global CX engine across Success, Support, Services and Renewals. You will align people, data, and processes to drive retention, expansion, and predictable growth while partnering with executive leadership to translate goals into scalable, data‑driven actions.

The role requires 10+ years in enterprise SaaS CX leadership, deep analytics capability, and a proven track record of building high‑performing teams using

Qualifications

• 10+ years of operational leadership experience in CX, Revenue Operations, or GTM Strategy within a high-growth B2B SaaS environment.
• Proven track record of scaling global CX operations and supporting C‑level leadership.
• Deep expertise in customer health scoring, churn models, capacity planning, and post-sales retention.

Responsibilities

• Drive cross-functional CX operational strategy across CX, Success, Services, and Support with retention KPIs.
• Design end-to-end customer journey processes to reduce friction and improve retention.
• Lead CX technology architecture, integration, and performance roadmaps with CIO teams.
• Establish CX data analytics and executive dashboards for health, churn, and adoption insights.
• Oversee capacity planning, resource allocation, and incentive operations for post-sales teams.
• Build and lead an AI-enabled operations team focused on rigor, data-driven execution and continuous improvement.
• Collaborate with Revenue Operations to drive Net Retention and ARR growth for Ping Identity.

Skills

CX operations leadership

GTM strategy

Churn prediction models

Data analytics

Education

Bachelor's degree or equivalent

Tools

CX technology stack

AI/Automation tooling

Job description

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.

Reporting to the Chief Customer Officer, the VP, Customer Experience Operations is responsible for building and scaling the operational engine that drives world‑class customer satisfaction, retention, and growth. In this pivotal leadership role, you will align people, systems, data, and processes across Customer Success, Support, Services, and Renewals to create a seamless journey for our global customer base. You will serve as a strategic operational partner to executive leadership, translating organizational goals into data‑driven strategies, scalable execution, and predictable customer retention metrics.

You will:

• Drive cross‑functional CX operational strategy, aligning Customer Success, Professional Services, and Support around unified retention, expansion, and customer satisfaction KPIs.
• Design, standardize, and optimize end‑to‑end customer journey processes to eliminate operational friction and increase gross/net retention efficiency.
• Working closely with the CIO team, lead the architecture, integration, and performance roadmap for the CX technology ecosystem.
• Establish robust CX data analytics and executive reporting, delivering actionable visibility into customer health, churn risks, product adoption, and pipeline retention drivers.
• Oversee capacity planning, resource allocation, and compensation/incentive operations across all customer‑facing post‑sales organizations.
• Build and lead a high‑performing operations team that uses AI and automation, cultivating a culture of operational rigor, empathy, data‑driven execution, and continuous improvement.
• Align strategies and implementation plans with Revenue Operations leadership to drive Net Retention and ARR growth for Ping Identity.

You have:

• 10+ years of operational leadership experience in Customer Experience, Revenue Operations, Customer Success, or GTM Strategy within a high‑growth B2B enterprise SaaS environment.
• Proven track record of scaling global CX operations and directly supporting C‑level executive leadership.
• Deep expertise in customer health scoring, churn prediction models, capacity planning, and post‑sales retention methodologies.
• Demonstrated experience owning and modernizing complex CX technology stacks.
• Exceptional analytical capability with the ability to turn complex customer data into clear strategic insight and executive‑level recommendations.
• Bachelor's degree or equivalent practical experience.

Salary Range: $177,694 - $263,250 + Commission

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.

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 everyone's individuality is respected an