Vice President – Customer Experience

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $200k - $245k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

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Peek

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🏨 Hospitality

🍽️ Food & Beverage

📦 Logistics

💰 $80M Series C on 2021-11

Hospitality • Food & Beverage • Logistics

Peek is a company that specializes in offering a wide range of experiences and activities for travelers and adventure seekers. Their platform allows users to discover and book various tours and activities such as snorkeling, ATV rides, kayak rentals, art experiences, food tours, and more across numerous global destinations like the Cayman Islands, Sint Maarten, San Diego, and many others. Peek also provides 'Peek Pro,' a service tailored for businesses to manage bookings. The company emphasizes user-friendly interfaces to filter by top-rated activities and provides detailed booking information to enhance the travel experience for over 25 million customers.

📋 Description

• Lead Onboarding, Customer Success, and Technical Support across Peek Pro, Connect&GO, and ACME Ticketing • Design and implement a unified, world-class customer experience operating model • Architect organizational structures, role clarity, accountability, processes, and metrics • Drive retention, expansion, upsell, revenue growth, churn reduction, cost-to-serve improvement, and customer experience quality • Lead multi-brand teams of Directors, Managers, and individual contributors; develop talent and build bench strength • Assess and unify operating models, processes, playbooks, and workflows across three brands • Apply process improvement methodologies such as Six Sigma, Lean, Scrum, or equivalent • Identify and implement AI and automation to reduce manual work and improve onboarding, support, and customer success • Define KPI frameworks, baselines, targets, dashboards, and reporting for all three functions • Track NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics • Own the customer feedback loop and translate customer data into product roadmap recommendations • Align Sales, Marketing, Product, Engineering, and executive leadership around customer outcomes

🎯 Requirements

• 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 and personally architecting team workflows • Hands-on experience with AI and automation, including tool capabilities, limitations, failure modes, and iteration • Measurable impact on cost-to-serve or CX efficiency metrics without sacrificing satisfaction • Data fluency for building metrics frameworks, interpreting dashboards, and making data-driven decisions • Direct hands-on experience with AI tools and agentic workflows • SaaS experience across 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 • Multi-brand and/or post-M&A integration experience preferred • Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS industries preferred • Experience managing globally distributed teams preferred • French fluency a plus • Lean, Six Sigma, Scrum, or equivalent process improvement familiarity preferred • US work authorization required

🏖️ Benefits

• Equity • Bonus • Remote work • AI and modern tools • Global team collaboration