VP, Customer Experience Operations

Job not on LinkedIn

🔥 1 hour ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $177.7k - $263.3k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $35M Series F - Ping Identity on 2014-09

Consulting • Healthcare • Logistics

Ping Identity is a leading provider of identity and access management (IAM) solutions, delivering secure, scalable, and flexible identity services for enterprises and large organizations. The company offers cloud and on-premises platforms (including PingOne and Helix AI-powered capabilities) to manage authentication, access, orchestration, fraud prevention, and decentralized identity across customers, employees, and third parties. Ping Identity focuses on reducing fraud, improving user experiences, and supporting complex deployment needs for sectors like government, financial services, healthcare, retail, and media.

📋 Description

• 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. • Report to the Chief Customer Officer.

🎯 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 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.

🏖️ Benefits

• A company culture that empowers you to do your best work. • Employee Resource Groups that create a sense of belonging for everyone. • Regular company and team bonding events. • Competitive benefits and perks. • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)

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