Vice President, Customer Experience

About the role

Peek is seeking a senior post‑sales leader to unify and transform customer operations across its three brands. The VP will own the end‑to‑end operating model for onboarding, customer success and technical support, leveraging AI and automation to drive growth and efficiency.

Key responsibilities

• Design and implement a unified CX organization, defining structures, roles, processes and metrics for three brands.
• Lead onboarding, customer success and technical support teams, reducing time‑to‑value, churn and cost‑to‑serve while increasing revenue through expansion and upsell.
• Integrate AI‑driven tools and automation to streamline workflows, improve ticket resolution and surface early risk signals.
• Establish KPI frameworks, dashboards and reporting for NDR, CSAT, NPS, renewal rates and support metrics.
• Partner with product, engineering, sales and marketing to translate customer feedback into product roadmap priorities.

Required profile

• 10+ years in Customer Success, Onboarding or Support with senior leadership of at least two functions.
• Proven track record of transforming post‑sales operations and delivering measurable cost‑to‑serve improvements.
• Hands‑on experience with AI and automation tools in real‑world workflows.
• Data‑driven decision‑making ability and fluency in building metrics frameworks.
• Bachelor’s degree required; MBA preferred.

Required skills

• AI
• Automation
• SaaS
• Six Sigma
• Lean
• Scrum