About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
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.
- 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.
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. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- 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
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Skills Required
- 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 customer experience operations and 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 customer experience technology stacks
- Exceptional analytical capability, including translating complex customer data into strategic insights and executive recommendations
- Bachelor's degree or equivalent practical experience
Ping Identity Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ping Identity and has not been reviewed or approved by Ping Identity.
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Leave & Time Off Breadth — Time off is considered generous, with an unlimited PTO policy highlighted in company communications and reflected in practice across roles. Several sources also reference positive norms around taking vacation rather than a policy in name only.
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Healthcare Strength — Health coverage is broad, including medical, dental, vision, HSA/FSA options, life and disability insurance, mental‑health support, and an EAP. Wellness extras like a monthly fitness reimbursement further strengthen the package.
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Parental & Family Support — Parental leave is framed as generous for U.S. employees, with extended paid time for birth parents commonly referenced. ERGs such as Working Families and other groups reinforce a family‑supportive environment.
Ping Identity Insights
What We Do
At Ping Identity, we make it possible to trust every digital moment across customers, employees, partners, and non-human identities. Whether you're securing millions of users, fighting fraud, simplifying third-party access, or going passwordless, establishing trust shouldn’t slow you down. Our enterprise-grade identity platform is built for scale, speed, and flexibility and works seamlessly with your existing cloud, hybrid, and on-prem environments. We help you confidently embrace AI and automation with Runtime Identity, so you can continuously verify the identity, context, and intent of every AI agent and control their actions in real time. With Ping, all digital experiences start with trust. Learn more at pingidentity.com.
Why Work With Us
Identians are what make Ping an extraordinary place to work. They create our award-winning products and they’re the reason for our unique customer following.
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