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Salary: USD 155,628 - 207,504 / annual
Ping Identity, a cloud identity platform serving over half of the Fortune 100, is seeking a Chief of Staff to partner with the Chief Customer Officer (CCO) in driving business performance across the Customer organization. This strategic role combines financial and operational expertise, data-driven decision-making, and cross-functional collaboration to improve customer retention, revenue performance, and organizational effectiveness.
Key responsibilities include:
**Customer Revenue Metrics & Reporting**: Partner with Finance to ensure customer metrics (ARR movement, gross and net revenue retention, renewal rates, cohort analysis, churn drivers) align with Thoma Bravo standards and best-in-class methods. Translate metrics into the customer organization's view, measure renewal forecast accuracy, and report on cross-sell and upsell pipeline performance.
**Executive & Board Narratives**: Prepare the CCO's materials for executive leadership, board meetings, Thoma Bravo operating reviews, and QBRs. Frame performance, risk, and investment requests in terms of business outcomes, ensuring board visibility reconciles with operational reality.
**Renewal & Retention Planning**: Own renewal rate reporting and variance analysis of official forecasts against plan and actuals. Build the customer organization's annual renewal and retention plan, including historical baselines, renewal rate assumptions, targets, and headcount/coverage-ratio/capacity models tied to book-of-business segmentation.
**Customer Health & Risk Analysis**: Deliver customer health scoring models and churn/risk analysis to inform retention strategies.
**Analytics & Reporting Infrastructure**: Set the customer organization's reporting requirements across Salesforce, data warehouse, and BI tools, aligned with Finance's metric definitions. Handle the CCO's analysis and reporting requests.
**Cross-Functional Alignment**: Work with Revenue Operations and CRO leadership to align on strategies for improving Net Retention Rate. Collaborate with Product Strategy on churn analysis and forecasting by product.
The ideal candidate brings strong financial and business acumen, a collaborative mindset, and the ability to translate complex information into actionable insights that inform executive decisions and strengthen financial and operational accountability.
**Requirements:**
- Significant experience in strategic finance, FP&A, business operations, revenue operations, customer success operations, or related field, ideally within B2B SaaS
- Strong understanding of SaaS business models and recurring revenue metrics (ARR, GRR, NRR, renewals, churn)
- Experience translating business needs into reporting and analytics requirements
- Proficiency with tools such as Salesforce, Excel, SQL, Power BI, or Tableau
- Ability to analyze complex datasets and communicate insights clearly to executive audiences
- Strong collaboration, communication, and problem-solving skills with cross-team influence
- Experience in private equity-backed environments or supporting executive/board-level reporting is a plus
