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.