Vice President, Customer Experience

Job description

Peek is the operating system powering the experiences industry - from museums and attractions to tours and activities. With over $7B in bookings, Peek’s AI-powered platform has helped thousands of merchants to increase revenues, save time, and deliver seamless guest experiences. Customers include MoMA, Whitney Museum, Seattle Aquarium, Bryant Park & Looping Group. The company has raised over $150 million from institutional investors Westcap, Goldman Sachs, and SpringCoast Partners. Learn more at www.peek.com http://www.peek.com. As a remote-first company recognized by Forbes as one of America's Best Startup Employers and by Built In as a 2025 and 2026 Best Place to Work, we are a global team of "Peeksters" who "Obsess Over Our Customers," "Accomplish Big Things," "Collaborate With Purpose," and "Get Better Every Day. THE OPPORTUNITY 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 This VP will lead three distinct functions, unified under one CX operating model: - 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 while deploying 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, freeing your team to focus on high-impact conversations. 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, and 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, and leverage so the team can focus on high-impact work rather than low-value toil - 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 and institutional knowledge is preserved during the post-M&A transition Unification & Operational Design - Assess the operating model across all three functions and three brands, identifying what works best in each and prioritizing unification opportunities - Build standardized processes, playbooks, and workflows that let teams operate with consistency and clarity, while learning from each brand's strengths - Apply structured methodologies (e.g., Six Sigma, Lean, Scrum, or equivalent) to continuously improve how we work together and for our clients - Lead cross-brand strategic initiatives to ensure changes land smoothly with clear outcomes AI & Automation as Operating System - Identify where AI and automation can reduce manual toil and give teams more time for work that requires human judgment and/or relationships - Enable onboarding teams with AI-assisted tools that help customers get to value faster while freeing your team to focus on complex implementations and customer outcomes - Equip support teams with AI agents and better knowledge systems so live agents spend their time on tickets that need human judgment and relationship-building, not routine requests - Instrument Success with data and automation that surfaces early signals of risk and opportunity, so CSMs focus their conversations on accounts where they can drive meaningful retention and growth - Leverage internal tools and infrastructure where they make sense. Thoughtfully navigate build vs. buy decisions, and avoid vendor lock-in where possible Metrics, Data & Reporting - Define and own the KPI framework for Onboarding, Success, and Support across all three brands, establishing clear baselines, targets, and accountability - Work with internal teams to build dashboards and reporting that surface cost-to-serve, team efficiency, and customer satisfaction metrics with ELT-level visibility - Use data and analytics to identify improvement opportunities and drive root-cause resolution - Track and improve NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics across all brands - Measure the impact of new tools and workflows to ensure they actually improve team efficiency and customer outcomes Voice of the Customer & Cross-Functional Influence - Own the customer feedback loop across the organization. Your teams are Peek's primary conduit between clients and Product, Engineering, Marketing, and ELT - Translate customer sentiment and data into structured recommendations that inform the product roadmap - Champion the principle that current customers are Peek's most valuable asset and ensure their needs are heard and acted upon at every level, by every function Required 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. You've personally architected your team's workflows - Hands-on experience with AI and automation: understand what these tools can and cannot do in real workflows, including failure modes and iteration - Measurable impact on cost-to-serve or CX efficiency metrics (e.g., headcount-to-revenue, time-per-ticket) without sacrificing satisfaction - 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 and understand front-line operational details - 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: 1. Recruiter Screen- Discuss the role and minimum qualifications 2. Top Grading with our Chief People Officer 3. Hiring Manager Interview with our Chief Revenue Officer 4. AI Discovery with our Chief Marketing Officer 5. Executive Interview with our Co-Founders 6. 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 talent@peek.com. We will make every effort to respond to your request for disability assistance as soon as possible.