VP, Customer Experience Ops & Growth

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

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