VP of Global CX Operations & Growth

Ping Identity; United States; Remote; USD 178,000 - 263,000; Full time

Benefits offered by this job

Competitive benefits and perks

Flexible work environment

PTO & Holiday Schedule

Career development

Job summary

Ping Identity, a leader in cloud identity, is seeking a VP, Customer Experience Operations to scale our global post-sales engine. Reporting to the Chief Customer Officer, you will align Customer Success, Support, Services, and Renewals to drive world-class satisfaction, retention, and ARR growth.

You will design end-to-end journeys, standardize processes, and partner with the CIO to roadmap CX technology. You will build analytics, report on health metrics, churn risks, product adoption, and

Qualifications

• 10+ years of operational leadership experience in CX, Revenue Ops, or GTM in 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.

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.
• 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

Customer Experience

Revenue Operations

GTM Strategy

CX data analytics

Education

Bachelor’s degree or equivalent

Job description

Ping Identity, a leader in cloud identity, is seeking a VP, Customer Experience Operations to scale our global post-sales engine. Reporting to the Chief Customer Officer, you will align Customer Success, Support, Services, and Renewals to drive world-class satisfaction, retention, and ARR growth.

You will design end-to-end journeys, standardize processes, and partner with the CIO to roadmap CX technology. You will build analytics, report on health metrics, churn risks, product adoption, and