[Hiring] Vice President, Customer Experience @Peek

Role Description

We're seeking an experienced post-sales leader to unify our customer operations across three leading brands: Peek Pro, Connect&GO, and ACME Ticketing. Less than a year post-acquisition by Peek, this is a transformation mandate.

You'll own the entire post-sales operating model (Onboarding, Customer Success, Technical Support), taking the best practices from each brand to design a new, unified, world-class customer experience org. This means architecting new organizational structures, defining role clarity and accountability, and establishing the new processes and metrics that will scale intelligently. AI and automation will be your core operating system, enabling your teams to deliver exceptional service while helping clients navigate the AI era themselves.

Your mandate includes retention, expansion, and upsell. You'll shape how we operate with every client account, define what we measure and why, and align Sales, Marketing, Product, and Engineering around ideal customer outcomes. Expected outcomes of you: revenue growth, churn reduction, improved cost-to-serve, and elevated quality across all three teams.

Scope of Role

• Onboarding & Implementation:
  • End-to-end client onboarding from contract close through go-live.
  • Refine our segmented approach that delivers high-touch, white-glove onboarding for enterprise clients.
  • Deploy scalable, automation-enabled processes and one-to-many resources for smaller clients.
  • Reduce time-to-first-value and cost-per-onboarding without sacrificing satisfaction.
• Customer Success:
  • Oversight of retention, NDR, and lifetime value optimization.
  • Instrument the function with data and AI to proactively identify churn risk and expansion signals in real time.
  • Position expansion, cross-sell, and upsell as a primary driver of revenue growth alongside retention.
• Technical Support:
  • Ticket resolution, escalations, knowledge management, and SLA compliance.
  • Re-think key metrics and efficiency targets.
  • Re-architect workflows to leverage automation.
  • Cross-train teams to operate effectively across geographies and time zones.
  • Systematically surface themes, risks, and insights that inform product and success strategy.

What You'll Do

• Team Leadership & Org Design:
  • Lead a multi-brand team of Directors, Managers, and ICs; develop talent and build bench strength across the unified organization.
  • Foster a culture of operational rigor, data-driven decision-making.
  • Hire and mentor senior operators who understand both team leadership and how to amplify their impact with AI and modern tools.
  • Partner with existing functional leadership to ensure customer relationships remain strong.
• Unification & Operational Design:
  • Assess the operating model across all three functions and three brands.
  • Build standardized processes, playbooks, and workflows.
  • Apply structured methodologies (e.g., Six Sigma, Lean, Scrum) to continuously improve.
  • Lead cross-brand strategic initiatives to ensure changes land smoothly.
• AI & Automation as Operating System:
  • Identify where AI and automation can reduce manual toil.
  • Enable onboarding teams with AI-assisted tools.
  • Equip support teams with AI agents and better knowledge systems.
  • Instrument Success with data and automation.
  • Leverage internal tools and infrastructure where they make sense.
• Metrics, Data & Reporting:
  • Define and own the KPI framework for Onboarding, Success, and Support.
  • Work with internal teams to build dashboards and reporting.
  • Use data and analytics to identify improvement opportunities.
  • Track and improve NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics.
  • Measure the impact of new tools and workflows.
• Voice of the Customer & Cross-Functional Influence:
  • Own the customer feedback loop across the organization.
  • Translate customer sentiment and data into structured recommendations.
  • Champion the principle that current customers are Peek's most valuable asset.

Qualifications

• 10+ years in Customer Success, Onboarding, and/or Support, with VP/Senior Director ownership of at least two functions.
• Track record of transforming how a function operates.
• Hands-on experience with AI and automation.
• Measurable impact on cost-to-serve or CX efficiency metrics.
• Data fluency to build metrics frameworks, interpret dashboards, and drive decisions from data.
• Direct hands-on experience with AI tools and agentic workflows.
• SaaS experience across both complex enterprise post-sales operations and high-velocity SMB/Mid-market.
• Player-coach willing to work at every level.
• Bachelor's degree required; MBA preferred.

Preferred Qualifications

• Multi-brand and/or post-M&A integration experience.
• Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS industries.
• Experience managing globally distributed teams, French fluency a plus.
• Lean, Six Sigma, Scrum, or equivalent process improvement familiarity.

What to expect in the interview process:

• Recruiter Screen - Discuss the role and minimum qualifications.
• Top Grading with our Chief People Officer.
• Hiring Manager Interview with our Chief Revenue Officer.
• AI Discovery with our Chief Marketing Officer.
• Executive Interview with our Co-Founders.
• References/Offer.

Peek Travel Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status.

If you are unable to apply due to incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.