Vice President, Customer Experience

The role

You will unify customer operations across Peek Pro, Connect&GO, and ACME Ticketing by designing a new, unified customer experience organization. You will own the post-sales operating model including Onboarding, Customer Success, and Technical Support using AI and automation.

What you will do

• Lead a multi-brand team of Directors, Managers, and ICs
• Assess and unify the operating model across three functions and three brands
• Build standardized processes, playbooks, and workflows
• Identify where AI and automation can reduce manual toil
• Define and own the KPI framework for Onboarding, Success, and Support
• Build dashboards and reporting for cost-to-serve, efficiency, and satisfaction
• Own the customer feedback loop across the organization
• Translate customer sentiment into recommendations for the product roadmap

Required qualifications

• 10+ years in Customer Success, Onboarding, and/or Support
• VP/Senior Director ownership of at least two functions
• Track record of transforming how a function operates
• Hands-on experience with AI and automation
• Measurable impact on cost-to-serve or CX efficiency metrics
• Data fluency to build metrics frameworks and interpret dashboards
• Direct hands-on experience with AI tools and agentic workflows
• SaaS experience across complex enterprise post-sales and high-velocity SMB/Mid-market
• Player-coach willing to work at every level
• Bachelor's degree

Nice to have

• MBA
• 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

Before you apply

• Recruiter Screen
• Top Grading with our Chief People Officer
• Hiring Manager Interview with our Chief Revenue Officer
• AI Discovery with our Chief Marketing Officer
• Executive Interview with our Co-Founders

About the company

Peek is the operating system powering the experiences industry. The company has raised over $150 million from institutional investors.