Vice President of Customer Experience Operations

Vice President of Customer Experience Operations

About the Company

Innovative provider of identity & access management (IAM) solutions

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2002

Employees
1001-5000

Funding
$26-$50 million

Categories

• Information Technology & Services
• Technology
• Identity
• Identity Management
• Security
• Government
• Software
• Fitness
• Dating
• Weddings

Specialties

• customer iam
• multi-factor authentication
• access security
• single sign-on
• federated identity management
• mobile identity security
• api security
• social identity integration
• identity & access management
• saml
• oauth
• openid
• ws-federation
• ws-trust
• mfa
• multi factor authentication
• single sign on
• identity and access management
• identity security
• sso
• passwordless
• zero trust
• account takeover fraud
• cloud iam
• identity orchestration
• identity proofing
• decentralized identity
• idaas
• identity verification
• and identity
• credentials and access management (icam)

Business Classifications

• B2B
• SAAS
• Enterprise

About the Role

The Company is seeking a Vice President of Customer Experience Operations to build and scale the operational capabilities that support customer satisfaction, retention, and growth. The role will align teams across customer success, support, services, and renewals around shared goals, while improving end-to-end customer journeys and reducing operational friction. Responsibilities include guiding the customer experience technology ecosystem, developing analytics and executive reporting, and overseeing capacity planning, resource allocation, and incentive operations. The leader will also build a high-performing operations team and partner with executive and revenue operations leaders to drive consistent, data-informed execution. Candidates should have at least 10 years of operational leadership experience in customer experience, revenue operations, customer success, or go-to-market strategy within a high-growth B2B enterprise software environment. A proven record of scaling global customer operations and supporting executive leadership is required. Applicants should bring expertise in customer health scoring, churn prediction, capacity planning, post-sales retention, and modernizing complex customer experience technology systems. Strong analytical skills and the ability to turn customer data into clear strategic recommendations are essential, along with a bachelor’s degree or equivalent practical experience.

Hiring Manager Title
Chief Customer Officer

Functions

• Operations