VP, Customer Experience Operations

Ping Identity

. Drive cross-functional CX operational strategy, aligning Customer Success, Professional Services, and Support around unified retention, expansion, and customer satisfaction KPIs.

Posted 11/9/2026full-timeRemote • Colorado • United StatesLead💰 $177,694 - $263,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive operational leadership in Customer Experience and Revenue Operations, with a focus on optimizing customer journey processes and leveraging data analytics for strategic insights. Proven ability to build high-performing teams and align cross-functional strategies to drive retention and growth in a B2B SaaS environment.

Highest-signal resume keywords

Operational LeadershipCustomer Experience StrategyData Analytics and ReportingCX Technology IntegrationChurn Prediction Models

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoringCapacity PlanningPost-Sales Retention MethodologiesCX Operational StrategyData-Driven Execution

Soft Skills

EmpathyContinuous ImprovementAnalytical Capability

Tools & Technologies

CX Technology EcosystemAI and Automation

Industry Keywords

B2B SaaSRevenue OperationsCustomer SuccessGTM Strategy

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)