VP, Customer Experience Operations

Key Responsibilities:

• 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.

Qualifications:

• 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.

Life at Ping:

• We believe in and facilitate a flexible, collaborative work environment.
• We’re growing quickly, but remain true to the innovative, can-do startup values that got us here.
• We keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.