Peek Hiring for Vice President of Customer Experience at United States Full Time

With over $3 billion in bookings of experiences, the Peek.com platform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more.

The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their businesses and automated their operations with our technology.

Peek follows a “remote-first” philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin, and beyond. Having secured funding exceeding $100 million from esteemed backers like Westcap and Goldman Sachs, we continue our mission to connect the world through experiences.

PS: In 2021, Peek was not only recognized with a coveted position on Forbes America’s Best Startups Employer list but also celebrated an honor from Newsweek with their Future of Travel award 🚀. And the accolades don’t stop there! We’re ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023! 🎉

The Role: We are seeking a dynamic and strategic leader to join our team as the Vice President of Customer Experience. As the VP of Customer Experience, you will be responsible for driving customer success, satisfaction, and support initiatives to ensure our clients achieve their desired outcomes and experience exceptional service. You will lead a dedicated team of professionals and collaborate across teams to enhance customer relationships, drive retention, and foster a culture of excellence.

Vision, Leadership, and Strategy:

• Develop and execute a comprehensive customer success strategy that aligns with the company’s goals and vision.
• Lead the execution of strategic initiatives to drive customer success, revenue growth, and operational efficiency.

Execution, Operational Excellence, and Growth:

• Oversee the design and implementation of customer success processes and workflows, ensuring operational excellence and scalability.
• Collaborate with the Product team to develop and maintain a customer-driven roadmap, prioritizing features and enhancements based on customer feedback and market trends.
• Leverage sales background and technical product knowledge to drive revenue growth through renewals, upsells, and expansions.
• Implement strategies for churn mitigation, renewals, and renegotiations, optimizing customer lifetime value.

Client Engagement and Support Excellence:

• Build strong relationships with key clients and stakeholders, understanding their business objectives, challenges, and needs.
• Work closely to tailor solutions that drive value and ROI.
• Oversee the support operations, ensuring timely and effective resolution of customer inquiries, issues, and escalations.

Team Leadership and Collaboration:

• Lead and mentor a high-performing teams consisting of Directors, Managers, and ICs
• Foster a collaborative and customer-centric culture that values proactive problem-solving and continuous improvement.
• Work closely with product, sales, marketing, and other teams to align customer feedback with product enhancements, feature requests, and go-to-market strategies.

Data-Driven Insights and Process Optimization:

• Utilize data and analytics to track customer success metrics, identify trends, and generate actionable insights.
• Regularly report on key performance indicators (KPIs) to leadership and recommend improvements.
• Continuously review and refine customer success and support processes to enhance customer experience and streamline operations.

Customer Advocacy:

• Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is heard and addressed.

Qualifications:

• Bachelor’s degree or equivalent experience. MBA or equivalent is a plus.
• 8+ years of progressive experience in Success, Sales, Support or other closely related field with a history of revenue growth.
• An accomplished people leader with a proven track record of guiding directors, managers, and individual contributors to success
• Strong understanding of customer success principles including renewals, renegotiations, revenue optimization, and churn mitigation.
• Experience in SMB-focused SaaS, technology, or software industries with a high velocity sales motion is essential.
• Scrappy and hands-on mindset as someone that loves to get into the details and get things done.
• Data-driven focus with the ability to leverage analytics for decision-making.
• Experience managing and developing high-performing teams.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Passion for customer satisfaction and a commitment to exceeding client expectations.
• Strong problem-solving skills and ability to navigate complex challenges.
• Proven ability to collaborate and influence cross-functional teams.

Preferred Qualifications:

• Background in Management Consulting
• Experience with the following platforms: Salesforce, ZenDesk, Gong, Google Suite
• Experience in the travel or experience industry
• Experience managing a global workforce