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 CategoriesInformation Technology & Services Technology Identity Identity Management Security Government Software Fitness Dating Weddings Specialtiescustomer 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 ClassificationsB2B 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 FunctionsOperations