VP, CX Operations & Growth (AI-Driven, Global)

Ping Identity Corporation; United States; On-site; USD 178,000 - 263,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Job summary

Ping Identity is seeking a VP of Customer Experience Operations to lead the global CX engine and partner with executive leadership to drive retention, growth, and customer satisfaction. The role spans Customer Success, Support, Services, and Renewals, enabling data-driven decision making and scalable execution.

You will oversee architecture of the CX technology stack, implement AI and automation, and ensure operational rigor across post-sales functions while progressing Net Retention and ARR

Qualifications

• 10+ years leading CX or GTM ops in a high-growth B2B SaaS environment.
• Experience scaling global CX operations and supporting C-level executives.
• Expertise in health scoring, churn models, capacity planning, retention methodologies.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Drive cross-functional CX strategy across 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 retention.
• 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.

Skills

Operational leadership

Scaling CX ops

Customer health scoring

Churn prediction models

CX tech stacks modernization

Analytical capability

Education

Bachelor's degree

Job description

Ping Identity is seeking a VP of Customer Experience Operations to lead the global CX engine and partner with executive leadership to drive retention, growth, and customer satisfaction. The role spans Customer Success, Support, Services, and Renewals, enabling data-driven decision making and scalable execution.

You will oversee architecture of the CX technology stack, implement AI and automation, and ensure operational rigor across post-sales functions while progressing Net Retention and ARR