VP, Customer Experience Operations
Ping Identity Corporation is an active enterprise identity-security company offering the Ping Identity Platform for customer, B2B, workforce, and AI-agent identity use cases.
Funding history
Investors
Projects
About Ping Identity Corporation
Ping Identity develops and operates identity and access management and identity-security products, including identity verification, identity management, authentication, authorization, threat protection, fraud prevention, and orchestration. Its offerings support multi-tenant SaaS, dedicated-tenant SaaS, self-managed software, and FedRAMP High deployments.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build and scale the operational engine behind customer satisfaction, retention and growth, aligning people, systems, data and processes across Customer Success, Support, Services and Renewals. You will report to the Chief Customer Officer and act as a strategic operational partner to executive leadership.
Requirements
- 10+ years of operational leadership in Customer Experience, Revenue Operations, Customer Success or GTM Strategy within high-growth B2B enterprise SaaS
- Track record scaling global CX operations and supporting C-level leadership
- Expertise in customer health scoring, churn prediction, capacity planning and retention methodologies
- Experience owning and modernizing complex CX technology stacks
- Exceptional analytical capability
- Bachelor's degree or equivalent practical experience
Responsibilities
- Drive cross-functional CX operational strategy around retention, expansion and satisfaction KPIs
- Design, standardize and optimize end-to-end customer journey processes
- Lead architecture, integration and performance roadmap for the CX technology ecosystem with the CIO team
- Establish CX data analytics and executive reporting
- Oversee capacity planning, resource allocation and compensation/incentive operations
- Build and lead a high-performing operations team using AI and automation
- Align strategies with Revenue Operations leadership to drive Net Retention and ARR growth
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Education Reimbursement
- Commuter Offset (specific locations)
- Employee Resource Groups
- Regular company and team bonding events
- Global volunteering and community initiatives
