Vice President, Customer Experience at Peek · LumiJobs

Responsibilities

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.
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.
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

Vice President, Customer Experience

Responsibilities

Qualification

Required

Preferred

Company

Peek

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