VP, Customer Experience Operations (Fully Remote)

Ping Identity; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible work environment

Startup culture values

Collaborative, talented team

Job summary

Ping Identity is seeking an experienced senior leader to drive cross-functional CX operational strategy in a fast-growing, enterprise SaaS environment. You will align Customer Success, Professional Services, and Support around retention, expansion, and satisfaction KPIs.

You will design end-to-end customer journeys, minimize operational friction, and partner with the CIO team to set the architecture, integration, and performance roadmap for the CX technology ecosystem and overall performance.

Qualifications

• 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.

Responsibilities

• 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.

Job description

• 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.

Qualifications:

• 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.

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.
• We keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Ping Identity

Ping Identity provides an intelligent cloud identity platform that enables secure and seamless digital experiences. The company is headquartered in Denver, Colorado, with global offices and employees, serving more than half of the Fortune 100.