Head of Customer Experience

Job description

ABOUT PEEC AI Peec AI is the analytics platform for AI search. People increasingly discover products and make buying decisions through ChatGPT, Perplexity, Gemini, and Google's AI Overviews instead of traditional search, and most brands have no idea where they show up in those answers. Peec gives marketing, SEO, and growth teams the data to see exactly that: how visible their brand is across AI platforms, how they compare to competitors, and where to win. We are defining this category, and the market is moving with us. Peec is a Series A company backed by 20VC and Singular, past $10M ARR, with an 80+ person team across our Berlin HQ and our new New York office. ABOUT THE ROLE We're looking for a Head of Customer Experience to define what world-class customer success looks like at Peec AI and then build it. As we partner with some of the world's best-known brands and agencies, onboarding, enablement, and strategic guidance are becoming central to what customers buy from us. That work happens today; your job is to turn it into a system that scales. You'll report to our CRO and lead our growing team of AI Search Strategists across Berlin and New York, owning the customer journey from post-sale handover through go-live and beyond. This is a hands-on leadership role: you set the strategy and build the function while staying close to key accounts yourself. WHAT YOU'LL DO - Lead, grow, and coach the AI Search Strategist team: hire ahead of demand, raise the bar on strategic advisory quality, and build a team customers ask for by name - Own onboarding end to end, from post-sale handover through kickoff, workspace setup (prompts, competitor sets, dashboards), and stakeholder enablement, with clear accountability for time to first insight and every customer reaching steady state cleanly - Build the playbooks, health scoring, and success motions that make onboarding and account management repeatable as we move upmarket - Own Net Revenue Retention as your primary metric, alongside gross retention, CSAT, and NPS: forecast, flag risk early, and partner with Sales on expansion - Run success plans, QBRs, and EBRs with executive stakeholders at key accounts, and keep a set of flagship customers in your own book - Define what a thriving long-term Peec customer looks like together with Sales, Growth, and Product, and make sure the voice of the customer shapes the roadmap WHAT WE'RE LOOKING FOR - 5+ years in customer-facing roles at B2B SaaS companies (Customer Success, Account Management), including 3+ years leading a team while staying hands-on with key accounts - You've built or rebuilt a customer success function at an early-stage company. Time at a category leader is a plus, but what matters most is what you've built without that brand behind you - Solid working knowledge of SEO and organic growth, enough to hold credible strategic conversations with marketing leaders - Fluency in SaaS mechanics: segmentation, success tooling, health scoring, and how CS motions differ across deal sizes - Excitement about the shift from "10 blue links" to generative search, and motivation to be at the frontier of that change - Based in Berlin, or ready to relocate, and excited to be in the office five days a week BONUS POINTS - Experience running mid-market and enterprise success motions: five- and six-figure annual contracts with multi-stakeholder accounts - Experience defining CS-Sales rules of engagement, including upsell credit and handoff models - Confident verbal and written communication skills in German for high-quality client calls, workshops, and written recommendations WHAT WE OFFER - A leadership role with real ownership: you'll build the Customer Experience function at one of Europe's fastest-growing Series A startups - Competitive salary and meaningful equity: everyone at Peec owns a piece of the upside - Regular team events and off-sites - Paid meal and Uber home when working late - One of the most beautiful office spaces and work environments in Berlin EEOC STATEMENT Peec AI is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local law. COMPENSATION The base salary range for this position is $144,000 to $200,000 annually with anticipated on-target earnings being $180,000 to $250,000. Actual compensation within this range will be determined based on factors including the candidate's experience, skills, qualifications, and location, in accordance with applicable New York law.