Vice President – Customer Experience

🕒 August 18

🇺🇸 United States – Remote

💵 $200k - $245k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Own the entire post-sales operating model across Onboarding, Customer Success, and Technical Support for Peek Pro, Connect&GO, and ACME Ticketing • Design unified organizational structures, role clarity, accountability, processes, and metrics across three brands • Lead Directors, Managers, and individual contributors; develop talent and build bench strength • Preserve customer relationships and institutional knowledge during post-M&A integration • Assess operating models and standardize processes, playbooks, and workflows • Apply Six Sigma, Lean, Scrum, or equivalent methodologies for continuous improvement • Identify and implement AI and automation to reduce manual work and improve customer outcomes • Enable AI-assisted onboarding, AI-supported technical support, knowledge systems, and automated customer-success risk and expansion signals • Navigate build-versus-buy decisions and avoid vendor lock-in where possible • Define KPI frameworks, baselines, targets, and accountability across all three functions and brands • Build dashboards and reporting for cost-to-serve, team efficiency, customer satisfaction, and ELT visibility • Track and improve NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics • Own the customer feedback loop and translate customer sentiment and 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 failure modes and iteration • Measurable impact on cost-to-serve or CX efficiency metrics without sacrificing satisfaction • Data fluency to build metrics frameworks, interpret dashboards, and drive data-based 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 • Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS industries • Experience managing globally distributed teams • Lean, Six Sigma, Scrum, or equivalent process improvement familiarity • French fluency a plus • U.S. work authorization required by application form • Willingness to complete the listed interview stages

🏖️ Benefits

• Equity • Bonus • Remote-first work arrangement • Global team environment