VP, Customer Experience Operations

Ping Identity•Denver, CO

3h•$177,694 - $263,250

About The Position

The VP, Customer Experience Operations reports to the Chief Customer Officer and is responsible for building and scaling the operational engine that drives customer satisfaction, retention, and growth. The role aligns people, systems, data, and processes across Customer Success, Support, Services, and Renewals to create a seamless journey for Ping Identity’s global customer base. It partners with executive leadership to translate organizational goals into data-driven strategies, scalable execution, and predictable customer retention metrics. The VP will drive cross-functional customer experience operations strategy, optimize end-to-end customer journey processes, and lead the architecture, integration, and performance roadmap for the CX technology ecosystem in collaboration with the CIO team. The role also establishes customer experience analytics and executive reporting, oversees capacity planning and compensation operations, builds a high-performing team that uses AI and automation, and aligns with Revenue Operations to support net retention and ARR growth.

Requirements

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 customer experience 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 customer experience technology stacks.
Exceptional analytical capability and 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 customer experience operations 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 reduce operational friction and improve gross and net retention efficiency.
Work with the CIO team to lead the architecture, integration, and performance roadmap for the customer experience technology ecosystem.
Establish customer experience data analytics and executive reporting that provides visibility into customer health, churn risks, product adoption, and pipeline retention drivers.
Oversee capacity planning, resource allocation, and compensation and incentive operations across post-sales customer-facing organizations.
Build and lead a high-performing operations team that uses AI and automation and fosters 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.