VP, Customer Experience Operations

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.